AccountId: 011433970860
ContactId: ed03fc8e-2c4b-4b76-a1aa-e148070734e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118500 ms
Total Talk Time (AGENT): 41380 ms
Total Talk Time (CUSTOMER): 36168 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ed03fc8e-2c4b-4b76-a1aa-e148070734e1_20250203T17:01_UTC.wav
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[AGENT][POSITIVE] Thank you for call this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling to verify eligibility for patients, uh, coverage.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with eligibility. Can I please get your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] OK, thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And his policy number, please?
[CUSTOMER][NEUTRAL] I have 1422277 ML 8.
[AGENT][NEUTRAL] OK, thank you, and let me look that policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for verifying that for me today. I appreciate it.
[AGENT][POSITIVE] You're you're very welcome Miss [PII] I hope you have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.