AccountId: 011433970860
ContactId: ffb2dfbd-c1c1-4a3a-8e28-9881334100ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114989 ms
Total Talk Time (AGENT): 41201 ms
Total Talk Time (CUSTOMER): 47634 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/ffb2dfbd-c1c1-4a3a-8e28-9881334100ef_20250110T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. This is [PII] from United Healthcare Insurance. I just want to verify the patient's eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility. Can you please give me your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Oh, sure. Um, our callback number will be [PII].
[AGENT][POSITIVE] Thank you ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is, uh, [PII]'s policy number?
[CUSTOMER][NEUTRAL] The policy number will be 01822755.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[CUSTOMER][POSITIVE] Oh sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] And um do you have the reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. And that's all for today. You have a great day. Bye-bye.
[AGENT][POSITIVE] You too have a good weekend thanks for calling APL by bye [PII].
[CUSTOMER][POSITIVE] Thank you. You too.