AccountId: 011433970860
ContactId: cae9c222-f956-400f-b3e1-1c74f8cc9358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113889 ms
Total Talk Time (AGENT): 46358 ms
Total Talk Time (CUSTOMER): 43863 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/cae9c222-f956-400f-b3e1-1c74f8cc9358_20250228T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling to verify uh the insurance of a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] One second, sorry. OK. 01116669.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII] option 3.
[AGENT][POSITIVE] OK, thank you so much. And Ms. [PII], verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect. And can I get a reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it. So can you remind me your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of today, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect thank you so much for the information.
[AGENT][POSITIVE] You are welcome. Thanks for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.