AccountId: 011433970860
ContactId: 383c80f4-4279-4aba-a9f8-33d03fb97d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88819 ms
Total Talk Time (AGENT): 36618 ms
Total Talk Time (CUSTOMER): 38331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/383c80f4-4279-4aba-a9f8-33d03fb97d31_20250602T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just trying to check and see if a policy is still active for, uh, a couple of patients. They're all on the same policy.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is 1007294.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for documentation, can I grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] First name is [PII] and a callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Patient name and date of birth?
[CUSTOMER][NEUTRAL] The first one is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Day is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and then there's [PII]'s date of birth, [PII].
[AGENT][NEUTRAL] Uh, patient is active, same effective date, which is [PII].
[CUSTOMER][NEUTRAL] Alright, and I've got [PII], date of birth [PII].
[AGENT][NEUTRAL] Also active, same effective date, [PII].
[CUSTOMER][POSITIVE] then that is all that I need to thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.