AccountId: 011433970860
ContactId: b4eade48-f55e-4ac1-b552-9dad2fe1a209
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108870 ms
Total Talk Time (AGENT): 35522 ms
Total Talk Time (CUSTOMER): 55988 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b4eade48-f55e-4ac1-b552-9dad2fe1a209_20250513T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning ATL.
[CUSTOMER][NEUTRAL] Hi, who am I speaking to?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, but I can barely hear you.
[AGENT][NEUTRAL] This is [PII] with APL.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from emergency registration to check eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII] and yours is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01, I'm sorry, 01829142 ML 8.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, what's the number here [PII].
[CUSTOMER][POSITIVE] Oh my God, let me, give me one second. I'm so sorry, [PII], because I know about by the ask come and everything. Give me a second, let me.
[AGENT][NEUTRAL] No, you're fine. I do that too.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] what is it [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] is [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Wonderful. OK, that's all I needed. Thank you, [PII]. Take care.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.