AccountId: 011433970860
ContactId: 1f397e5d-b9db-49c0-97ec-09beb8cc71e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68349 ms
Total Talk Time (AGENT): 23838 ms
Total Talk Time (CUSTOMER): 24344 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/2025/05/15/1f397e5d-b9db-49c0-97ec-09beb8cc71e7_20250515T15:46_UTC.wav
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[CUSTOMER][NEUTRAL] Jesus, watch this.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] 2 L's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have that policy number for that patient?
[CUSTOMER][NEUTRAL] 02273148
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] The rest of the paper work that
[AGENT][NEUTRAL] Oh, it looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Perfect and then is there a reference number?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] That's it thank you so much have a good one.
[AGENT][POSITIVE] Thank you for calling APL you too.