AccountId: 011433970860
ContactId: db23fa85-8544-4ca4-962e-5d87e200889b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103349 ms
Total Talk Time (AGENT): 43051 ms
Total Talk Time (CUSTOMER): 39032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/db23fa85-8544-4ca4-962e-5d87e200889b_20250106T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'd like to check eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] OK, my name is [PII] from Ana Healthcare, and phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] It's got two last names.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] [PII]. OK. And what is Anastacia's date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is her policy number?
[CUSTOMER][NEUTRAL] Policy number is 02357637.
[AGENT][NEUTRAL] OK, let me look her up for you real quick.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show that Anastasia does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and what's your first name?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And can I get a reference number on this call, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name in today's date.
[CUSTOMER][POSITIVE] Great, thank you very much.
[AGENT][POSITIVE] You're very welcome. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.