AccountId: 011433970860
ContactId: fcc7715b-2658-4436-9014-3bad312d880a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118559 ms
Total Talk Time (AGENT): 27178 ms
Total Talk Time (CUSTOMER): 52470 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fcc7715b-2658-4436-9014-3bad312d880a_20250430T19:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling for Doctor [PII] [PII]'s office dermatology.
[AGENT][POSITIVE] OK, um, how can I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling regarding for a patient eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] OK, [PII], and you have the policy number of the patient?
[CUSTOMER][POSITIVE] Yes, I'll give it to you now.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And 02506093.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh looks like the policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] [PII], [PII] and then it's like it's active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, perfect, no problem.
[AGENT][NEUTRAL] Anything else I can help?
[CUSTOMER][NEUTRAL] Can I have a reference number?
[AGENT][NEUTRAL] Yes, it's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You said that it's actually 620-2224?
[AGENT][NEUTRAL] 6120 24.
[CUSTOMER][POSITIVE] OK, and it's active, right? OK, perfect, thank you.
[AGENT][POSITIVE] Great, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yep.