AccountId: 011433970860
ContactId: 26c58684-e5a6-430e-9120-27b83a09e37c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81330 ms
Total Talk Time (AGENT): 31539 ms
Total Talk Time (CUSTOMER): 37807 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/26c58684-e5a6-430e-9120-27b83a09e37c_20250516T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm a provider with Total Access urgent care. I was just needing to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01660281ML8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] Thank you, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great weekend, Miss [PII].
[CUSTOMER][POSITIVE] You too, thank you. Bye bye.
[AGENT][NEUTRAL] Mm bye.