AccountId: 011433970860
ContactId: 0c852e29-05a9-4a08-8538-a4cc220196ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87339 ms
Total Talk Time (AGENT): 31381 ms
Total Talk Time (CUSTOMER): 20967 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/0c852e29-05a9-4a08-8538-a4cc220196ca_20250620T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify your patient's eligibility.
[AGENT][NEUTRAL] I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02444661 ML8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect and can I get a reference number for the call?
[AGENT][NEUTRAL] So we don't have reference numbers. We can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Great thank you for calling APL have a great day.