AccountId: 011433970860
ContactId: d671e526-75ec-4860-8143-cfa96905ead2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110699 ms
Total Talk Time (AGENT): 37256 ms
Total Talk Time (CUSTOMER): 49865 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d671e526-75ec-4860-8143-cfa96905ead2_20250424T14:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm calling from Ashner Healthcare, and I was calling to verify eligibility for a patient with an upcoming visit.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [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] It's [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 1912982.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Just eligibility, yes ma'am. Thank you.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Thank you, do you have a reference number for me?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.