AccountId: 011433970860
ContactId: e02f8d62-3e18-49b3-a1f4-70a89eda8fd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143380 ms
Total Talk Time (AGENT): 36804 ms
Total Talk Time (CUSTOMER): 38548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e02f8d62-3e18-49b3-a1f4-70a89eda8fd9_20250127T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I am calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, can I help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02583654.
[AGENT][POSITIVE] And a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] What, what are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Just a few more minutes.
[CUSTOMER][NEUTRAL] And your name [PII]?
[AGENT][NEUTRAL] It's [PII], first initial last is [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] As in [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And we're just checking the effective date and the policy is active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] I'm showing the policy is active at this time.
[CUSTOMER][POSITIVE] Awesome thank you I appreciate your time and your help and the reference number would just be your name. I'll send this on to the state.
[AGENT][NEUTRAL] Any
[AGENT][NEUTRAL] That is correct, [PII], and any other questions?
[CUSTOMER][NEUTRAL] Oh, that's it hon.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.