AccountId: 011433970860
ContactId: c6944502-fd4d-44c8-a34e-51e1e0f73e82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93190 ms
Total Talk Time (AGENT): 43376 ms
Total Talk Time (CUSTOMER): 36097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c6944502-fd4d-44c8-a34e-51e1e0f73e82_20250613T19:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. My name is [PII] with Auctioner Health, and I need to verify that uh um patient has this coverage insurance and the effective date, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02578802.
[AGENT][POSITIVE] OK, thank you, ma'am. And let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's uh we we're about the sound country, uh, patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, yeah, I'm showing his effective date is [PII] of this year, and he is active on the policy.
[CUSTOMER][POSITIVE] OK, I appreciate it. Is there a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII] I appreciate it.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.