AccountId: 011433970860
ContactId: 1f177086-76f7-43d5-bca7-af012b6851af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88080 ms
Total Talk Time (AGENT): 22191 ms
Total Talk Time (CUSTOMER): 35782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1f177086-76f7-43d5-bca7-af012b6851af_20250421T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, well, good afternoon, [PII]. To, to make sure my patient is still active with her APL.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and then call back is [PII].
[AGENT][NEUTRAL] Right, right, I can help you with eligibility. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 123.
[CUSTOMER][NEUTRAL] 659.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] The letters ML and then the number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy termed in 17. Let me see if there is a more current one.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, no, I don't have a more active policy. This one turned 10-117.
[CUSTOMER][POSITIVE] 101 17. Alrighty, that's on you. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] OK, thanks for calling APL you as well.