AccountId: 011433970860
ContactId: 1bf54882-3775-4487-9bbf-84e8f031ef4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79779 ms
Total Talk Time (AGENT): 24629 ms
Total Talk Time (CUSTOMER): 28379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1bf54882-3775-4487-9bbf-84e8f031ef4b_20250619T17:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Bap to South Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] 2597474
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you said eligibility, correct.
[CUSTOMER][POSITIVE] Yes please mhm.
[AGENT][NEUTRAL] It looks like the policy is active and effective [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know [PII], is there a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII] as [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.