AccountId: 011433970860
ContactId: 0cc0d6c1-d8e7-44dc-9b44-d782ff24035c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94620 ms
Total Talk Time (AGENT): 42361 ms
Total Talk Time (CUSTOMER): 43110 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/0cc0d6c1-d8e7-44dc-9b44-d782ff24035c_20250404T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to get eligibility on a patient.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you, and what is your callback number please [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much. What is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01848736.
[AGENT][NEUTRAL] One moment. That was 018487 excuse me, let me start over. That was 01848736.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Page, [PII] Last name is [PII] S. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much [PII], and she shows effective as of [PII].
[AGENT][NEUTRAL] And currently active.
[CUSTOMER][POSITIVE] Perfect. And is there a call reference number?
[AGENT][NEUTRAL] No, but you can use my name [PII]. Last initial is [PII], and today's date?
[CUSTOMER][NEUTRAL] And when you mean today's date like [PII] or just [PII]?
[AGENT][NEUTRAL] Um, whichever way you write it, but yes, today's date and my name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect awesome thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL [PII]. Have a great day. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.