AccountId: 011433970860
ContactId: d468fe69-c071-477d-bb93-e1ed0628a8fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104889 ms
Total Talk Time (AGENT): 35173 ms
Total Talk Time (CUSTOMER): 26938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d468fe69-c071-477d-bb93-e1ed0628a8fc_20250304T18:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 1979903.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing benefits?
[CUSTOMER][NEUTRAL] Um, just eligibility.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII]. It is active.
[CUSTOMER][NEUTRAL] OK perfect and can I just get a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] And what was your name? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.