AccountId: 011433970860
ContactId: b0efe7fc-b80c-46ad-99a4-cf0cc4b6816b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84610 ms
Total Talk Time (AGENT): 31779 ms
Total Talk Time (CUSTOMER): 34652 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b0efe7fc-b80c-46ad-99a4-cf0cc4b6816b_20250211T14:44_UTC.wav
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[CUSTOMER][NEUTRAL] I'm working.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm just looking at eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's gonna be for the patient.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's 02.
[CUSTOMER][NEUTRAL] 415567
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. And you're just wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I do have that for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And I show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, OK, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too