AccountId: 011433970860
ContactId: cc652d5d-12aa-4966-aa8e-2ac915856d21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99699 ms
Total Talk Time (AGENT): 37979 ms
Total Talk Time (CUSTOMER): 45807 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cc652d5d-12aa-4966-aa8e-2ac915856d21_20250210T19:35_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to see if a patient has an active policy or not.
[AGENT][NEUTRAL] I can look up eligibility. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I've only got a social. Are you able to pull them up by that?
[AGENT][NEUTRAL] Absolutely. What is that?
[CUSTOMER][NEUTRAL] All right. So is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you. Now, you said [PII], is it [PII]
[AGENT][NEUTRAL] [PII] or?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And it's [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] doesn't have a policy with us, [PII]. I, it's it's not coming up under her social or her name.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I kinda didn't think she would, but I thought I'll give you a call just to try to double check. So that is all I needed then. Is there a reference number for this call at all?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] OK, if there's anything else I can help with, thanks for contacting us. Have a good day.