AccountId: 011433970860
ContactId: fb08c6ce-2ec5-4e04-b9ad-9391d1c1f533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104739 ms
Total Talk Time (AGENT): 40340 ms
Total Talk Time (CUSTOMER): 40880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/fb08c6ce-2ec5-4e04-b9ad-9391d1c1f533_20250428T18:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm a Norton provider and I'm trying to get some eligibility, uh, just to see if this is still active with this patient.
[AGENT][NEUTRAL] Yeah, of course, I can help you with the eligibility today. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is 02449775.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then can I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name's [PII] My phone number is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and it looks like this policy is active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK, awesome. And then um can I get your first name and a reference number, please?
[AGENT][NEUTRAL] Of course. My name is [PII]
[AGENT][NEUTRAL] And then the reference number will be my first name, last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Awesome thank you so much that's all I need.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Of course. All right, thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.