AccountId: 011433970860
ContactId: 16525351-5a53-49b3-a1e8-cff367b55c39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72269 ms
Total Talk Time (AGENT): 31492 ms
Total Talk Time (CUSTOMER): 26889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/16525351-5a53-49b3-a1e8-cff367b55c39_20250602T18:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Excuse me. Good afternoon. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, what was your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII], hi, my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02573500.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect, that's all I needed thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Uh, you too, Ms. [PII] and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thanks. Bye bye.