AccountId: 011433970860
ContactId: bf76220b-7bb1-4bf6-ac43-63b7cecd6e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93160 ms
Total Talk Time (AGENT): 46278 ms
Total Talk Time (CUSTOMER): 32258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bf76220b-7bb1-4bf6-ac43-63b7cecd6e2e_20250311T21:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. Do you have a policy number?
[CUSTOMER][NEUTRAL] It is 02300415.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, they do not this was the only one they had with us.
[CUSTOMER][NEUTRAL] OK, perfect. And is there a call reference number for today, [PII]?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Not at the moment. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.