AccountId: 011433970860
ContactId: bf0eda76-bf71-4735-9b4b-7cc828035384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102290 ms
Total Talk Time (AGENT): 35732 ms
Total Talk Time (CUSTOMER): 29831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/bf0eda76-bf71-4735-9b4b-7cc828035384_20250217T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling to get um eligibility, um, information about a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number just in case your call is disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] It is 0213.
[CUSTOMER][NEUTRAL] 5063.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK perfect and what's the reference number?
[AGENT][NEUTRAL] You can use my name, it's [PII] and today's date.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.