AccountId: 011433970860
ContactId: c7b77c7c-8ff7-45dd-ab65-6b4f03da1d50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119480 ms
Total Talk Time (AGENT): 62277 ms
Total Talk Time (CUSTOMER): 64037 ms
Interruptions: 4
Overall Sentiment: AGENT=3.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/c7b77c7c-8ff7-45dd-ab65-6b4f03da1d50_20250227T22:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Are you even
[CUSTOMER][NEGATIVE] Oh my god, this just made me so mad. Oh, it's here.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Yes, good afternoon. My name is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] I, I'm just going to verify the um eligibility for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] The callback number? 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The policy is 02450236.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is hold on one second.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Alright, thank you, and it would be my pleasure to assist you with that eligibility. Uh this policy actually turned on I'm sorry, [PII]. She has active coverage under another policy number. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] Is and.
[CUSTOMER][NEUTRAL] Oh, when I looked up and I'm like I'm too ready to go and I thought that it was 2:57.
[CUSTOMER][NEUTRAL] I didn't even know Yes, please.
[AGENT][NEUTRAL] The active policy number is 259.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You know, maybe I could, I don't.
[AGENT][NEUTRAL] 2504.
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][POSITIVE] OK perfect thank you. What was your name?
[AGENT][NEUTRAL] My name is [PII], it's been a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] go to
[CUSTOMER][NEUTRAL] They have some um jerk chicken with rice.
[CUSTOMER][POSITIVE] That's all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL have a wonderful day.
[CUSTOMER][NEUTRAL] Would you like to see.