AccountId: 011433970860
ContactId: 2a9ac1e6-b0f3-4513-8c47-61916ca7cad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107459 ms
Total Talk Time (AGENT): 34298 ms
Total Talk Time (CUSTOMER): 25699 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/2a9ac1e6-b0f3-4513-8c47-61916ca7cad6_20250410T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling to verify patient eligibility.
[AGENT][NEUTRAL] Of course, I can check eligibility for you. Do you have the patient's uh policy number?
[CUSTOMER][NEUTRAL] Yes, 01299855 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like the policy is active and the effective date was [PII].
[AGENT][NEUTRAL] Or sorry, is
[CUSTOMER][NEUTRAL] OK, that was all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was all I needed to know, thank you for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, thanks. Bye.