AccountId: 011433970860
ContactId: e4c89048-6cca-4678-a935-d47bc33fb83a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104099 ms
Total Talk Time (AGENT): 43923 ms
Total Talk Time (CUSTOMER): 38976 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e4c89048-6cca-4678-a935-d47bc33fb83a_20250617T15:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. Can you help to verify eligibility on a patient?
[AGENT][POSITIVE] Yes, ma'am. I can help you. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02446526.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Uh, eligibility.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Is there a reference ID number, Ms. [PII]?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that is it. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.