AccountId: 011433970860
ContactId: f9f03a24-40ab-4e81-a2e5-1e1b3258b723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100830 ms
Total Talk Time (AGENT): 41651 ms
Total Talk Time (CUSTOMER): 56316 ms
Interruptions: 1
Overall Sentiment: AGENT=3.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f9f03a24-40ab-4e81-a2e5-1e1b3258b723_20250414T15:36_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] Oh, maybe later.
[CUSTOMER][NEUTRAL] Hi, good morning [PII]. I was calling to verify eligibility on a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Mm, give me just one second, 01931048 M as in Mary, L as in Logan 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you, [PII], I can help you with the eligibility. I am showing that [PII]'s policy is active. The effective date is [PII], and this is a secondary policy to her major medical. Anything else I can help you with?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] No that was it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, [PII]. bye bye.
[CUSTOMER][NEUTRAL] Bye bye.