AccountId: 011433970860
ContactId: ec97bed8-8742-4e62-b437-4889f5258a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150520 ms
Total Talk Time (AGENT): 67011 ms
Total Talk Time (CUSTOMER): 58203 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ec97bed8-8742-4e62-b437-4889f5258a4f_20250115T17:42_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] calling from the Medical University of South Carolina calling to verify eligibility on a policy and to verify the address for claims.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility and the claims address. Um, can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII], no extension.
[AGENT][POSITIVE] OK. Thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you. And then what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] Policy number 01813684.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that claims address, let me know when you're ready and I'll give it to you.
[CUSTOMER][POSITIVE] I'm right.
[AGENT][NEUTRAL] OK, it's APL claims and that is [PII].
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Give it to me again, I'm sorry.
[AGENT][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And um is there a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII]
[CUSTOMER][POSITIVE] OK, very good, thank you so much, and today's day beautiful thank you very much bye bye.
[AGENT][NEUTRAL] In today's date.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed day and thanks for calling APO.
[CUSTOMER][NEUTRAL] You too bye bye.