AccountId: 011433970860
ContactId: 096d39d8-82c9-4d48-a724-47c1008dbad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200259 ms
Total Talk Time (AGENT): 49363 ms
Total Talk Time (CUSTOMER): 37319 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/096d39d8-82c9-4d48-a724-47c1008dbad2_20250609T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to check on eligibility for a patient.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, I have 02356732.
[AGENT][NEUTRAL] OK, give me just a second to look that up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] Did you need a fax back?
[CUSTOMER][POSITIVE] Uh yes, ma'am, that'd be great.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's a good fax number to send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and just to confirm I have [PII] correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, [PII], I just sent that out. Uh, you should receive it within the next 5 or 10 minutes. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you ma'am you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] So do.