AccountId: 011433970860
ContactId: 099708db-c587-400f-b826-f29406551dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115190 ms
Total Talk Time (AGENT): 42159 ms
Total Talk Time (CUSTOMER): 34227 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/099708db-c587-400f-b826-f29406551dbc_20250402T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify eligibility please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] He stone imaging.
[AGENT][NEUTRAL] Thank you and can I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. The date of birth is [PII].
[CUSTOMER][NEUTRAL] I have a policy number of 2,567,750.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date is [PII].
[CUSTOMER][POSITIVE] Great and if I could just have a reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] Uh, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am. That's gonna be it.
[AGENT][POSITIVE] OK well you have a wonderful day and thank you for calling.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm.