AccountId: 011433970860
ContactId: c4cfc438-cccc-4579-943b-6acf19c2133b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98870 ms
Total Talk Time (AGENT): 41568 ms
Total Talk Time (CUSTOMER): 41233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c4cfc438-cccc-4579-943b-6acf19c2133b_20250523T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was calling from Quality of Life to verify eligibility on the patient, please.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you and I apologize, you said your name is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And what's that policy number, please?
[CUSTOMER][NEUTRAL] OK, 02502947.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me a moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and that's uh medical services that's what she's seeing is seeing for today, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] And your name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you so much Miss [PII] and you have a good day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] Uh alright thank you bye bye.
[AGENT][NEUTRAL] Bye.