AccountId: 011433970860
ContactId: e67ebc27-9599-4d6d-91aa-42d1d65698b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97150 ms
Total Talk Time (AGENT): 45129 ms
Total Talk Time (CUSTOMER): 47010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e67ebc27-9599-4d6d-91aa-42d1d65698b4_20250205T19:58_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I was just calling to get an eligibility.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] I have 02510243.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] sorry that's my personal it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. You said good morning. Where are you located?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's afternoon for me, OK.
[CUSTOMER][POSITIVE] Oh nice where are you located?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][POSITIVE] Oh nice. Oh yeah, it says [PII] City over here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're checking eligibility for you [PII] what's the.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I have this information for you. The effective date is [PII]. Uh, the policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, no, um, other than that, can I just get your name again and your reference number?
[AGENT][NEUTRAL] You'll use my name and today's date is your reference, [PII] last [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a great rest of your day.
[AGENT][POSITIVE] You too, [PII] and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.