AccountId: 011433970860
ContactId: b3c86815-1baa-4271-ac5f-abc19bb74521
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92680 ms
Total Talk Time (AGENT): 31449 ms
Total Talk Time (CUSTOMER): 34688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b3c86815-1baa-4271-ac5f-abc19bb74521_20250418T16:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi um I just wanted to verify one of uh our patients uh eligibility.
[AGENT][POSITIVE] Of course, I can help you with the eligibility today.
[AGENT][NEUTRAL] Uh, what's the patient's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 019.
[CUSTOMER][NEUTRAL] 88261.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] This is their name, um, [PII] and then last name [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then born [PII].
[AGENT][NEUTRAL] OK. So it looks like this policy is active. The effective date is [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][NEUTRAL] Mm, yeah. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right, yeah. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] OK. Bye.