AccountId: 011433970860
ContactId: e1d5b02e-064f-4452-a73d-6b0a3aaab1b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102690 ms
Total Talk Time (AGENT): 43259 ms
Total Talk Time (CUSTOMER): 39578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/e1d5b02e-064f-4452-a73d-6b0a3aaab1b9_20250221T22:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get an eligibility check on a patient's coverage if I could please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Direct line [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01845927.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, let me see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] We do not have a
[CUSTOMER][NEUTRAL] You said it has termed?
[AGENT][NEUTRAL] Yes, past term and we don't have another one. it looks like this one terminated [PII].
[CUSTOMER][NEUTRAL] OK, so basically the end of last year.
[CUSTOMER][NEUTRAL] OK, and I'm sorry I didn't catch your first name when you said it.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you, that is what I was needing, dear. I do appreciate your help this afternoon.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.