AccountId: 011433970860
ContactId: d91bfc26-7919-424a-9d8b-0c694e351c04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94970 ms
Total Talk Time (AGENT): 42085 ms
Total Talk Time (CUSTOMER): 36514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d91bfc26-7919-424a-9d8b-0c694e351c04_20250422T12:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I just need to confirm if a patient's policy is still active.
[AGENT][NEUTRAL] Yeah, of course, I can help you with eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Her policy number is 02517183 M as in Mary, L as in love 8.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and then what did you say your name was again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK and then what's a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. OK, and the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, so it looks like the policy is currently active. The effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. And last name I have just a reference number for this call please.
[AGENT][NEUTRAL] Of course, so it's my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII] and today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect thank you so much [PII].
[AGENT][POSITIVE] Yeah. You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right, yep, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Alright, bye.