AccountId: 011433970860
ContactId: ffa48f51-a7ef-41c3-85a1-48db1117448f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105730 ms
Total Talk Time (AGENT): 48033 ms
Total Talk Time (CUSTOMER): 30640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ffa48f51-a7ef-41c3-85a1-48db1117448f_20250203T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the provider's office. um, I wanted to confirm eligibility for a patient.
[AGENT][NEUTRAL] Sure, I could check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 01832540.
[AGENT][NEUTRAL] Thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[AGENT][NEUTRAL] OK, they do not, this was the only policy that they had with us.
[CUSTOMER][NEUTRAL] OK, um, is there a call reference number or anything I could get?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh, so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with, sir? Yeah.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.