AccountId: 011433970860
ContactId: f19908eb-25a7-45a7-922f-115daf6676f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113860 ms
Total Talk Time (AGENT): 52852 ms
Total Talk Time (CUSTOMER): 37433 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f19908eb-25a7-45a7-922f-115daf6676f2_20250624T17:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, yes, how are you? I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure, I can assist you with eligibility and may I have
[CUSTOMER][POSITIVE] Hold on, I'm so sorry yes hold on hold on I'm so sorry hold on.
[AGENT][NEUTRAL] Oh, sure, sure. Go ahead, yes.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, I'm here and you're welcome, no problem. Um, may I have your name?
[CUSTOMER][POSITIVE] Thank you for holding thank you hi yes go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] No problem, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 02229654.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you, Ms. [PII]. OK, so let me check and see if there's a new policy because this one is terminated, OK? One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. We do not have a new policy for December. This one was terminated [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much bye bye.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, so you said this one was terminated [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.