AccountId: 011433970860
ContactId: ee02f149-feda-45a0-b2d0-5ba97c483c1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88389 ms
Total Talk Time (AGENT): 45568 ms
Total Talk Time (CUSTOMER): 55554 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/ee02f149-feda-45a0-b2d0-5ba97c483c1a_20250210T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just doing an insurance, uh, eligibility verification for a, a patient here.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02319989.
[AGENT][POSITIVE] OK, thank you so much. Excuse me. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Um, yes, it's gonna be where are we at [PII].
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy. And I forgot to ask Ms. [PII], do you have a callback number in case? Oh, you already gave that to me, bless it. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Like the majority of
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] can't take care of you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] So she's eligible for us.
[AGENT][NEUTRAL] Uh yes, effective [PII], and I sure the policy is active.
[CUSTOMER][NEUTRAL] OK, and uh she doesn't need a reference number or anything correct?
[AGENT][NEUTRAL] Oh, no, ma'am. Reference numbers are not required.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.