AccountId: 011433970860
ContactId: de7a0332-96ac-452e-bc71-d203c70ba60a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97660 ms
Total Talk Time (AGENT): 46858 ms
Total Talk Time (CUSTOMER): 41022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/de7a0332-96ac-452e-bc71-d203c70ba60a_20250319T19:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Ashner Health. Um, I just need to check eligibility on a policy please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII] or [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I have 02490512.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and you say you're calling for eligibility, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and her policy is active.
[CUSTOMER][NEUTRAL] OK, and this would be like a secondary right policy?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEGATIVE] Doesn't OK um.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for the call?
[AGENT][NEUTRAL] Uh, no, we don't give reference numbers, but if you like, you can use my name today's date.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was your name?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, [PII], thank you so much and you have a great afternoon.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APM Ms. [PII]. Have a great day. Bye.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.