AccountId: 011433970860
ContactId: e2b3825a-0b51-471a-a5cc-e3308a97312a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78199 ms
Total Talk Time (AGENT): 36858 ms
Total Talk Time (CUSTOMER): 24210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e2b3825a-0b51-471a-a5cc-e3308a97312a_20250128T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to verify eligibility on patient.
[AGENT][NEUTRAL] OK, I can help you. Your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and the policy number on that?
[CUSTOMER][NEUTRAL] Um, I have it as 01792093.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thanks for that information, [PII]. We're just checking the effective date and uh if policy is active.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm showing the policy effective date is [PII]. It is active at this time. Any other questions?
[CUSTOMER][NEUTRAL] Um, a reference number if you got one.
[AGENT][NEUTRAL] Mhm. My name and today's date, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you [PII] I appreciate your time. You have a great day.
[AGENT][POSITIVE] You, you too, thanks for calling APL. Have a great day as well.