AccountId: 011433970860
ContactId: 20d94da9-b9ab-4ee6-8576-163f0af2c65d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67059 ms
Total Talk Time (AGENT): 28509 ms
Total Talk Time (CUSTOMER): 27248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/20d94da9-b9ab-4ee6-8576-163f0af2c65d_20250605T20:48_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII], my name is [PII]. I'm calling from a provider's office and I need to verify eligibility.
[AGENT][POSITIVE] Alright, happy to help. What is the policy number? Do you have that?
[CUSTOMER][NEUTRAL] It's 023-314-33.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can I get the insured's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you, so patient is let's see.
[AGENT][NEUTRAL] All right. So effective date is [PII]. As of [PII], the patient plan has terminated. I don't show any other active coverage with us.
[CUSTOMER][NEUTRAL] OK, so it did turn on [PII].
[AGENT][NEUTRAL] Yes, ma'am, it did.
[CUSTOMER][POSITIVE] OK, all right, well thank you I appreciate your help, [PII].