AccountId: 011433970860
ContactId: fe14a74f-b3b4-4e8b-9d91-c04f99bd7873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92379 ms
Total Talk Time (AGENT): 47124 ms
Total Talk Time (CUSTOMER): 36642 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/fe14a74f-b3b4-4e8b-9d91-c04f99bd7873_20250319T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm just calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you [PII] with eligibility. Um, what is the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] My phone number is [PII]. It looks like the it looks like the policy number is 02566893.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information and I have the eligibility date for you. Um, the effective date is [PII]. Uh, this policy is active at this time and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] And it looks like the claims go to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I get a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. It's [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day you too.
[CUSTOMER][POSITIVE] Have a good day. Uh-huh, bye.