AccountId: 011433970860
ContactId: 0971e58b-5c3d-42a1-ad75-b7978d8c2c97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50720 ms
Total Talk Time (AGENT): 15961 ms
Total Talk Time (CUSTOMER): 21241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0971e58b-5c3d-42a1-ad75-b7978d8c2c97_20250527T20:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify eligibility on the patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh yes, I have 01896422.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's for [PII] [PII].
[AGENT][NEUTRAL] Policy is effective [PII] is currently active.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEGATIVE] Yeah, come on.
[CUSTOMER][NEUTRAL] You too. Bye-bye.