AccountId: 011433970860
ContactId: d987f146-3c72-471b-a3c5-839033fabc5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162830 ms
Total Talk Time (AGENT): 53710 ms
Total Talk Time (CUSTOMER): 54019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d987f146-3c72-471b-a3c5-839033fabc5c_20250625T14:14_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 Ms. [PII], good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] last initial [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] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I have 02118983.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, we have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify?
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] I just know if they're eligible.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Alrighty and then a reference?
[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][NEUTRAL] If I can have your help with one more patient, same information.
[AGENT][NEUTRAL] OK, hold on one moment please.
[AGENT][NEUTRAL] OK, and what's the next policy number?
[CUSTOMER][NEUTRAL] And the next one is.
[CUSTOMER][NEUTRAL] 1458.
[CUSTOMER][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] I'm sorry, 1458571.
[AGENT][NEUTRAL] And the patient's name.
[CUSTOMER][NEUTRAL] Uh, we have, uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were wanting the same benefits for this policy?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am mhm.
[AGENT][NEUTRAL] OK, the effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Alrighty, Ms. [PII], thanks so much for your help today. You have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.