AccountId: 011433970860
ContactId: 05edda3c-88e2-44e6-aa2a-3ea838ae0955
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59990 ms
Total Talk Time (AGENT): 19409 ms
Total Talk Time (CUSTOMER): 26479 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/05edda3c-88e2-44e6-aa2a-3ea838ae0955_20250404T18:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling from a provider's office and I'm just calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It's 19 I'm sorry, 01991283.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, so this policy is effective [PII] and it is currently active.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.