AccountId: 011433970860
ContactId: f34757bf-9fee-457d-8afc-e6f83181c3f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75279 ms
Total Talk Time (AGENT): 28212 ms
Total Talk Time (CUSTOMER): 30378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f34757bf-9fee-457d-8afc-e6f83181c3f8_20250107T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I just need to verify my name is [PII]. I'm calling from OC Family Medicine, and I just need to verify a patient's coverage or uh eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you need eligibility and benefits or just if the policy is active?
[CUSTOMER][NEUTRAL] Um, if the policy is active, yeah.
[AGENT][NEUTRAL] OK. And do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 01888703.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have the effective date for you. I'm showing it's [PII].
[AGENT][NEUTRAL] Um, the policy is active at this time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, that is all I need to know.
[AGENT][POSITIVE] OK, well, no other questions. Thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.