AccountId: 011433970860
ContactId: 1d2244c9-f763-41fa-977f-a0067662eab9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56639 ms
Total Talk Time (AGENT): 21689 ms
Total Talk Time (CUSTOMER): 19741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1d2244c9-f763-41fa-977f-a0067662eab9_20250611T19:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, calling to verify eligibility.
[AGENT][NEUTRAL] All right. Happy to check on eligibility. Can I get the patient policy number?
[CUSTOMER][NEUTRAL] 02569354.
[AGENT][NEUTRAL] And then for documentation, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye