AccountId: 011433970860
ContactId: f46dd8f7-1e65-4eb3-b1ed-1be870f735a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105930 ms
Total Talk Time (AGENT): 50270 ms
Total Talk Time (CUSTOMER): 53456 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f46dd8f7-1e65-4eb3-b1ed-1be870f735a4_20250122T16:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello ma'am. Good morning. I'm calling from Texas Digestive. Um, I just wanted to check uh Bennet's eligibility on one of our patients. [PII]
[AGENT][POSITIVE] OK, I can help you with your name.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 01801868745.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Confirming the phone number [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Thank you for that information and you're wanting to verify the effective date and the policy is currently active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I have that information for you. Uh, the policy effective date is [PII], and I show the policy is active at this time. And did you have any other questions on you?
[CUSTOMER][NEUTRAL] Well I
[CUSTOMER][NEUTRAL] I see I the um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, and then, um, what may I have your name? I didn't catch it in the beginning.
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Awesome, OK, thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well.