AccountId: 011433970860
ContactId: d422e52e-ff57-4604-9c95-648f5615e3be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88919 ms
Total Talk Time (AGENT): 44976 ms
Total Talk Time (CUSTOMER): 35650 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d422e52e-ff57-4604-9c95-648f5615e3be_20250127T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling because at my facility, we have a patient that we needed to verify the effective date.
[AGENT][POSITIVE] All right, I can help you with that effective date. And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 02346122 MLB, I'm sorry, ML 8.
[AGENT][NEUTRAL] That's fine, thank you. And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. It'd be my pleasure to help you with that eligibility. [PII], I am showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to her major medical coverage. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, what is the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. Thank you for your assistance for today.
[AGENT][POSITIVE] It's my pleasure to help you with that eligibility. Thank you for calling APL, [PII]. Have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.