AccountId: 011433970860
ContactId: d653beb3-0475-4d1c-8f83-0889efa0b53d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126519 ms
Total Talk Time (AGENT): 60085 ms
Total Talk Time (CUSTOMER): 35962 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d653beb3-0475-4d1c-8f83-0889efa0b53d_20250116T16:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need eligibility for a patient please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] that's direct.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01057608
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Um, let me check and see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] All right, I did find a new policy. Let me know when you're ready for the new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the new policy number is 01.
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 1678.
[CUSTOMER][NEUTRAL] That's 01891678.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could I get a reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, OK?
[CUSTOMER][NEUTRAL] Yes, the spelling of your name?
[AGENT][NEUTRAL] OK, sure. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.