AccountId: 011433970860
ContactId: 39f1f166-d846-429c-bc18-4cd72781cba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83660 ms
Total Talk Time (AGENT): 35551 ms
Total Talk Time (CUSTOMER): 33108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/39f1f166-d846-429c-bc18-4cd72781cba6_20250516T13:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. I'm sorry, good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from Garden Health. I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, well I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 02336080 M as in Mary, L as in Lima, and then the number 8.
[AGENT][POSITIVE] Thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] OK, perfect. And then sorry, can I get your name again?
[AGENT][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][POSITIVE] Awesome. I appreciate it. That's all I needed.
[AGENT][POSITIVE] Alright Miss [PII], thank you for calling APL and you have a great day and weekend.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] Bye.