AccountId: 011433970860
ContactId: 23f8ce20-b919-4fd5-a34f-9467a059ad94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40439 ms
Total Talk Time (AGENT): 17220 ms
Total Talk Time (CUSTOMER): 14309 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/23f8ce20-b919-4fd5-a34f-9467a059ad94_20250611T18:31_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I was just calling to see if the policy is active, please.
[AGENT][NEUTRAL] Hi, [PII]. Happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 182-8789
[AGENT][NEUTRAL] Thank you. And then what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Patient is still active. The effective date on here is [PII], it looks like.
[CUSTOMER][POSITIVE] All right thank you so much have a great day.
[AGENT][NEUTRAL] You too bye bye.