AccountId: 011433970860
ContactId: 32f1ae74-cf05-44dc-a38a-b1abed45f1e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71580 ms
Total Talk Time (AGENT): 20107 ms
Total Talk Time (CUSTOMER): 23316 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/32f1ae74-cf05-44dc-a38a-b1abed45f1e9_20250624T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] and I'm with Doctor Kills and Associates. I was the eligibility and benefits on a patient.
[AGENT][POSITIVE] OK [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] 1375589
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Well, it looks like the policy terminated [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you said what year?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.