AccountId: 011433970860
ContactId: 216d6e11-9992-4a44-bb97-79f3a8204e33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51360 ms
Total Talk Time (AGENT): 25959 ms
Total Talk Time (CUSTOMER): 18302 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/216d6e11-9992-4a44-bb97-79f3a8204e33_20250227T22:05_UTC.wav
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[CUSTOMER][POSITIVE] Mm, actually in a good mood today today.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I think it's like eligibility on a patient.
[AGENT][POSITIVE] All right. I'm happy to check eligibility. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 603-467.
[AGENT][NEUTRAL] All right, thank you. Let me pull this up and then can I grab your first name please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I think it's [PII].
[AGENT][NEUTRAL] Uh, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] Alright, that's all I needed to know.
[AGENT][POSITIVE] Have a good one [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.