AccountId: 011433970860
ContactId: cc37f760-a7f1-4b77-b8c5-9e8fa79b4e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79540 ms
Total Talk Time (AGENT): 38309 ms
Total Talk Time (CUSTOMER): 31150 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/cc37f760-a7f1-4b77-b8c5-9e8fa79b4e0c_20250304T15:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][POSITIVE] Perfect. [PII] last initial [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 01922971.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, show effective date of [PII] and the policy is active.
[CUSTOMER][POSITIVE] Alrighty and a reference for the call.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. 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] You said
[CUSTOMER][NEUTRAL] No, you said your name was once more?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty, [PII], thanks so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] You too. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye