AccountId: 011433970860
ContactId: e2374f48-460b-4e57-9ec3-a2653d5020ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87860 ms
Total Talk Time (AGENT): 40682 ms
Total Talk Time (CUSTOMER): 36080 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e2374f48-460b-4e57-9ec3-a2653d5020ce_20250228T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Hey, um, I need to see if
[CUSTOMER][NEUTRAL] This patient's eligible?
[AGENT][POSITIVE] OK, I'll be glad to help you. Go ahead and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] It is [PII] and it's 02439608.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now, while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now, your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't see that person covered under this contract. Give me.
[CUSTOMER][NEUTRAL] OK, I just wanted to make, I just wanted to make sure that um she wasn't under that plan as well.
[AGENT][NEUTRAL] Give me
[AGENT][NEUTRAL] Yes, ma'am. I did not see her covered under this plan. Her name on it at all, [PII], is that all that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] I