AccountId: 011433970860
ContactId: 03f39237-119e-4eb5-9d0a-5aab6bbd456a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97199 ms
Total Talk Time (AGENT): 39199 ms
Total Talk Time (CUSTOMER): 40149 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/03f39237-119e-4eb5-9d0a-5aab6bbd456a_20250528T16:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for um eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is um oops, 02369683 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] And is there any term dates?
[AGENT][NEUTRAL] No, ma'am. I just show the policy has been active.
[CUSTOMER][NEUTRAL] OK, can I get the spelling of your name and the call reference number?
[AGENT][NEUTRAL] Sure. It's spelled [PII], last [PII], and as far as reference, you may use my name in today's date.
[CUSTOMER][POSITIVE] All right thank you and you have a wonderful day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.