AccountId: 011433970860
ContactId: c8bbc604-3670-4f07-bf70-2c221f896a91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109580 ms
Total Talk Time (AGENT): 46289 ms
Total Talk Time (CUSTOMER): 52059 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c8bbc604-3670-4f07-bf70-2c221f896a91_20250211T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], can you hear me today? Hi, I'm so sorry. Yeah, uh, it's, my name is [PII]. I was just talking to you and I don't think you were able to hear me.
[AGENT][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] I couldn't, yeah, OK, great. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] It is 245-504-7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, great. Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] 1st, 1st name is [PII], last name [PII] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. And how can I help you today?
[CUSTOMER][NEUTRAL] I was just calling to verify eligibility for the patients.
[AGENT][POSITIVE] OK, thank you for that, [PII].
[AGENT][NEUTRAL] I have that information for you.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] I'm showing an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Still active?
[AGENT][NEUTRAL] I do show that the policy is active at this time and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think so. I think that is it. Uh, is there a reference number for this call?
[AGENT][NEUTRAL] You'll use my name and today's date as your reference. [PII].
[AGENT][NEUTRAL] ONYA first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much you have a great day.
[AGENT][POSITIVE] Uh, you too, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too bye.