AccountId: 011433970860
ContactId: f1348e84-68da-462c-8de7-e0f52117f5de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132149 ms
Total Talk Time (AGENT): 72500 ms
Total Talk Time (CUSTOMER): 42611 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f1348e84-68da-462c-8de7-e0f52117f5de_20250117T13:32_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check eligibility and benefits.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility and benefits today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] is the direct line.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 022 03911.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is on [PII].
[AGENT][POSITIVE] All right, thank you. And again, it would be my pleasure to assist you with that eligibility for the patient.
[AGENT][NEUTRAL] [PII], this policy is no longer active. The term date is [PII].
[AGENT][NEUTRAL] I'm checking to see if she has any other active coverage and she does not.
[CUSTOMER][NEUTRAL] OK, and what's the effective date?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Uh, OK, so the effective date is [PII]. And can you repeat the term date one more time?
[AGENT][NEUTRAL] Term date is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And the patient don't have any active coverage, right?
[AGENT][NEUTRAL] Not with APL.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name?
[AGENT][POSITIVE] My name is [PII]. And it was a pleasure to assist you with that eligibility. Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the call reference number?
[AGENT][NEUTRAL] So the call reference number would be my name and today's date.
[CUSTOMER][POSITIVE] OK thank you have a great day. Happy weekend.
[AGENT][POSITIVE] Happy weekend to you as well, [PII]. It was a pleasure to assist you and hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.