AccountId: 011433970860
ContactId: d3e81f99-6062-43a6-bd7d-7427a50d3afb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95550 ms
Total Talk Time (AGENT): 46587 ms
Total Talk Time (CUSTOMER): 29759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d3e81f99-6062-43a6-bd7d-7427a50d3afb_20250605T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Doctor [PII]'s office. I'm just calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02624226.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII] of this year and he is active.
[CUSTOMER][NEUTRAL] OK, perfect. Are you able to fax me a copy of his benefits?
[AGENT][NEUTRAL] Uh yes, I can send you a fax but give me one moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK, let's see. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, Ms. [PII], thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Yes, ma'am, bye.