AccountId: 011433970860
ContactId: d58c170f-8d16-4554-b3e4-baefbb132ae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131800 ms
Total Talk Time (AGENT): 58313 ms
Total Talk Time (CUSTOMER): 45242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d58c170f-8d16-4554-b3e4-baefbb132ae4_20250303T22:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, I need, uh, uh, check eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it is [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is 02556601.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back with all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh yes ma'am, that would be great.
[AGENT][NEUTRAL] OK, uh, what's that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will get that sent to you um was there anything else I could help you with, Sage?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. If I could just get your name and a reference number.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is A.
[CUSTOMER][NEUTRAL] And then you said what else for the um.
[AGENT][NEUTRAL] Uh, today's date.
[CUSTOMER][NEUTRAL] Today's OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm.