AccountId: 011433970860
ContactId: cab99220-fef5-4bc8-acc4-b577158d92eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105000 ms
Total Talk Time (AGENT): 32611 ms
Total Talk Time (CUSTOMER): 40768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/cab99220-fef5-4bc8-acc4-b577158d92eb_20250402T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, yes ma'am, this is [PII] calling on behalf of a medical provider. I was trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, I have here NX 5483493.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] No, ma'am, that's the only thing I have.
[AGENT][NEUTRAL] OK, I can barely hear you. Can you spell the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I can't hear you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, are you on speaker phone?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state does [PII] reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And the date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not finding a policy for [PII].
[AGENT][NEUTRAL] With American public life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL Antonio, with no other questions, thanks for calling APL. Have a good day.