AccountId: 011433970860
ContactId: 0932e159-89d8-4627-b553-cc767f94c244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110059 ms
Total Talk Time (AGENT): 32860 ms
Total Talk Time (CUSTOMER): 58875 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/0932e159-89d8-4627-b553-cc767f94c244_20250512T19:53_UTC.wav
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[CUSTOMER][NEUTRAL] uh.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, definitely. My name is [PII]. I wanted to know the eligibility status. You can help me with that, please?
[AGENT][NEUTRAL] Uh, yes, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's 02253317.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] Last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of birth I'm providing you. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you needed eligibility, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Uh, the effective date is [PII]. It's currently active, no term date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII]. Correct, [PII], you tell me your name again.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's [PII], first initial to last name is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] OK, and last initial is [PII] OK, uh, [PII], thank you for helping. What will be the call reference for today?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for helping. Have a great day, dear. Thank you.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye-bye.