AccountId: 011433970860
ContactId: c3c84291-0e7c-46b8-aa53-8c9c753afb27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152050 ms
Total Talk Time (AGENT): 55357 ms
Total Talk Time (CUSTOMER): 62845 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c3c84291-0e7c-46b8-aa53-8c9c753afb27_20250603T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. I need to verify your patient eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Mhm. My name is [PII].
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] And the name of the facility is the Center for Arthritis and Rheumatic Diseases.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is, uh, the policy number is 01423881.
[CUSTOMER][NEUTRAL] Name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and let me look at that policy real quick.
[AGENT][POSITIVE] Alright, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And the effective date of the policy is [PII] and the policy is current.
[CUSTOMER][POSITIVE] Perfect. Thank you very much. And reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much, darling. I really appreciate your assistance.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, that's all that's all for today. Thank you very much. I really, I really appreciate it.
[AGENT][POSITIVE] You're very welcome have a wonderful day and thank you for calling APL bye bye sir.
[CUSTOMER][POSITIVE] Thank you very much bye bye now.