AccountId: 011433970860
ContactId: c82aebde-1177-449c-9bb3-45697b55b673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73760 ms
Total Talk Time (AGENT): 33797 ms
Total Talk Time (CUSTOMER): 27098 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c82aebde-1177-449c-9bb3-45697b55b673_20250312T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], last initial [PII]. I need eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and Mrs. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02134944
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And give me one moment to verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, uh, it shows she had a policy with us, uh, effective [PII], and I show it terminated [PII].
[CUSTOMER][NEUTRAL] OK, that was all I needed. Does our call have a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, I'm all set then thank you for your help.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.