AccountId: 011433970860
ContactId: e265bdec-5814-4f12-a057-374aad549fc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122849 ms
Total Talk Time (AGENT): 54831 ms
Total Talk Time (CUSTOMER): 47258 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e265bdec-5814-4f12-a057-374aad549fc7_20250210T21:53_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] But
[CUSTOMER][NEUTRAL] Hi, this is [PII], and we are calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Oh, sure. I can assist you with eligibility. Um, and you said your name is [PII]?
[CUSTOMER][NEGATIVE] You don't like I don't.
[CUSTOMER][POSITIVE] It's [PII] you have a good night. No, that's OK.
[AGENT][NEUTRAL] [PII], I'm sorry
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 5160001.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], you just need eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, is there a reference number or can I just use your name?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] Can you spell that for me?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] Uh huh you too mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.