AccountId: 011433970860
ContactId: 0ea816b8-b49e-43df-8289-772a2f97c877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54709 ms
Total Talk Time (AGENT): 23380 ms
Total Talk Time (CUSTOMER): 17790 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/0ea816b8-b49e-43df-8289-772a2f97c877_20250226T17:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to verify if a patient has um coverage with you guys.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] 024501446.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] All right. Let me pull that up here.
[AGENT][NEUTRAL] And then if I could just get date of birth for [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient plan has terminated. It looks like as of [PII].
[CUSTOMER][POSITIVE] OK, no, OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK