AccountId: 011433970860
ContactId: ffe1aed4-ee97-4e32-a9ce-b88b1791d7e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120470 ms
Total Talk Time (AGENT): 48097 ms
Total Talk Time (CUSTOMER): 40891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ffe1aed4-ee97-4e32-a9ce-b88b1791d7e6_20250529T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I am a provider just calling to check the eligibility on a patient.
[AGENT][POSITIVE] I can help you with eligibility. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. My direct line is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it would be 1257384.
[AGENT][NEUTRAL] Alright, one moment while I look that up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, ma'am, that's [PII], [PII].
[AGENT][NEUTRAL] And you're winning eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it looks like the policy number you gave me has an effective date of [PII]. The policy lapsed on [PII]. Let me go ahead and check and see if they have any other policies with us.
[AGENT][NEGATIVE] And they do not.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, Ms. [PII], that was great. I appreciate your time and your help. Um, just to inquire, do you all reference numbers?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't do reference numbers, but you can use my name and last initial in today's date. So [PII], in today's date.
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] You too have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.