AccountId: 011433970860
ContactId: d4ab18e6-c0ae-422c-a1fe-c4feaf028848
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74690 ms
Total Talk Time (AGENT): 31476 ms
Total Talk Time (CUSTOMER): 36223 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d4ab18e6-c0ae-422c-a1fe-c4feaf028848_20250107T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Doctor [PII]'s office. I just need to verify active coverage for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you, [PII]. uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII] option 4.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do it's 02223629.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII]. Date of birth is [PII]. Insured is the father, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Got you. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] 8122. OK, perfect, thank you so much for your help.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that'll do it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.