AccountId: 011433970860
ContactId: b5bd8191-cea5-4047-8d8d-c0e5586041d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101040 ms
Total Talk Time (AGENT): 43281 ms
Total Talk Time (CUSTOMER): 33379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b5bd8191-cea5-4047-8d8d-c0e5586041d5_20250609T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with AP. I just need to get eligibility on the patient, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] It is 02487513.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you're just wanting benefits?
[CUSTOMER][NEUTRAL] You just need to make sure she is eligible.
[AGENT][NEUTRAL] OK, I can help you with that. Her effective date was [PII]. Her policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and then can I get a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And it was [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I was close.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yeah. Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.