AccountId: 011433970860
ContactId: d92495df-54d5-4fb9-8619-a3d44242f393
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79199 ms
Total Talk Time (AGENT): 34541 ms
Total Talk Time (CUSTOMER): 32081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/d92495df-54d5-4fb9-8619-a3d44242f393_20250311T19:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm trying to verify your patient eligibility, please.
[AGENT][NEUTRAL] I can help with eligibility, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I've been OK, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02029
[CUSTOMER][NEUTRAL] 845 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. Uh, looks like the policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the policy besides the eligibility?
[CUSTOMER][NEUTRAL] No, that will be it. Any reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] All right, thank you very much, [PII]. I really appreciate your assistance.
[AGENT][POSITIVE] OK. Well, thank you for contacting APL. You have a good day.