AccountId: 011433970860
ContactId: b0a71550-169a-4e85-a013-96401e5fbae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74809 ms
Total Talk Time (AGENT): 28476 ms
Total Talk Time (CUSTOMER): 34140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b0a71550-169a-4e85-a013-96401e5fbae9_20250213T14:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, good morning. My name is [PII]. I'm calling from our provider's office. I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your name and um you gave me your name, a callback number and that policy number.
[CUSTOMER][NEUTRAL] OK, call back is [PII]. The subscriber ID is 02454761.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] The patient is gonna be [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you. [PII]'s policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Do y'all do fax that?
[AGENT][NEUTRAL] We do. What is your fix them?
[CUSTOMER][NEUTRAL] OK, can I? It's [PII].
[CUSTOMER][NEUTRAL] 16.
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That's gonna be it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Good bye.
[CUSTOMER][POSITIVE] Thank you you too.