AccountId: 011433970860
ContactId: 1cf0d191-3118-4dee-872d-3872a27d3884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77819 ms
Total Talk Time (AGENT): 35381 ms
Total Talk Time (CUSTOMER): 24689 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/1cf0d191-3118-4dee-872d-3872a27d3884_20250114T14:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I need to verify eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Um, Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] to account.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it's 02213371.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. um, let me check and see if I have a new policy. This one is terminated, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have a new policy for this family. Um, this particular.
[CUSTOMER][NEUTRAL] OK, what's the term date of the policy?
[AGENT][NEUTRAL] Terminated [PII].
[CUSTOMER][POSITIVE] OK great all right thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you?