AccountId: 011433970860
ContactId: b828d78d-d039-47d2-a1bd-d5b42a05c526
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153419 ms
Total Talk Time (AGENT): 56410 ms
Total Talk Time (CUSTOMER): 51939 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/b828d78d-d039-47d2-a1bd-d5b42a05c526_20250320T15:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. I'm calling to check the eligibility of a mutual patient, please.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, what is the policy number please?
[CUSTOMER][NEUTRAL] Policy is gonna be 02483111.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. And the full name is [PII].
[AGENT][NEUTRAL] OK, thank you for that, [PII], and you're calling for eligibility and benefits for her, is that correct?
[CUSTOMER][NEUTRAL] Yes, I wanna see if she was active with you guys back in [PII] of this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Um, this particular policy showed effective as of [PII]. Um, let me just check to see if she had anything prior. One moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] No, I did not show a prior policy with APL.
[CUSTOMER][NEUTRAL] No? So she's been active ever since.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so she's currently active.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, and what is your name?
[AGENT][NEUTRAL] My name is [PII]. My last initial is [PII], and for the reference, you can use my name and today's date.
[AGENT][NEUTRAL] Anything else I can assist you with with the caller?
[CUSTOMER][POSITIVE] Perfect. No, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] 125 thanks bye take care.
[AGENT][POSITIVE] Bye take care.
[CUSTOMER][NEUTRAL] You too