AccountId: 011433970860
ContactId: b80bb56a-64d9-41c9-a1b9-f6bdd07f4170
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110309 ms
Total Talk Time (AGENT): 48131 ms
Total Talk Time (CUSTOMER): 39111 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b80bb56a-64d9-41c9-a1b9-f6bdd07f4170_20250513T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Texas Digestive regarding a mutual patient. I just wanted to check eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility of patient. May I please get your name and your callback number?
[CUSTOMER][POSITIVE] No problem thank you.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and [PII]'s policy number please?
[CUSTOMER][NEUTRAL] 02173204
[AGENT][NEUTRAL] OK, let me look up his policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy with us and the effective date of the policy is [PII] and it is current.
[CUSTOMER][NEUTRAL] OK perfect is there a reference number?
[AGENT][NEUTRAL] Yes ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that's it thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.