AccountId: 011433970860
ContactId: 17567de5-7def-407b-8d3d-356abcffa3db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62619 ms
Total Talk Time (AGENT): 26222 ms
Total Talk Time (CUSTOMER): 22107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/17567de5-7def-407b-8d3d-356abcffa3db_20250528T18:34_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Good afternoon. This is [PII]. I'm trying to find out if a patient is still active and if so, get a quick breakdown with history.
[AGENT][NEUTRAL] OK, I'm happy to check on uh eligibility. What is your policy number?
[CUSTOMER][NEUTRAL] 019463007.
[AGENT][NEUTRAL] OK, thank you. Let me pull that up.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right. So looks like the patient's plan has termed as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see any other active coverage either.
[CUSTOMER][POSITIVE] OK, well that's easy enough. Alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.