AccountId: 011433970860
ContactId: 1b6b54a1-65ba-4102-a9bb-c1df7ec597ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202210 ms
Total Talk Time (AGENT): 44238 ms
Total Talk Time (CUSTOMER): 31700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1b6b54a1-65ba-4102-a9bb-c1df7ec597ae_20250616T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, yes, I'm needing to check the eligibility and benefits for a patient.
[AGENT][POSITIVE] Sure, I can help you with eligibility and benefits. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 00607741.
[AGENT][NEUTRAL] OK give me just a moment.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And did you want a fax back?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Good morning doctor [PII].
[AGENT][NEUTRAL] And [PII], what's a good fax number?
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a good 1. [PII].
[AGENT][NEUTRAL] OK, and just to confirm, I have 318.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I just sent that fax on over to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Great, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you.
[AGENT][NEUTRAL] Bye.