AccountId: 011433970860
ContactId: 27b25809-8f6f-4c2b-a0e3-d99697860095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90040 ms
Total Talk Time (AGENT): 22864 ms
Total Talk Time (CUSTOMER): 36938 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/27b25809-8f6f-4c2b-a0e3-d99697860095_20250422T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII] and I'm calling from a provider's office trying to get um eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 02292700.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], is that [PII], and that's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so her policy is effective [PII] and policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the first initial of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you so very much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.