AccountId: 011433970860
ContactId: caf26d33-4baf-4468-bb2f-3301e439aece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73400 ms
Total Talk Time (AGENT): 22411 ms
Total Talk Time (CUSTOMER): 35412 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/caf26d33-4baf-4468-bb2f-3301e439aece_20250501T19:14_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. Last initial [PII] Just calling to check if a patient is eligible for a data service yesterday.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 1130265 ML 5.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm actually showing this policy lapsed [PII].
[CUSTOMER][NEUTRAL] OK. And no policy active for that patient at the moment with APL?
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help.
[AGENT][NEUTRAL] Is there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you. Have a good one.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.