AccountId: 011433970860
ContactId: 3a66f516-b183-475b-b77c-86d5a0039199
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79800 ms
Total Talk Time (AGENT): 31569 ms
Total Talk Time (CUSTOMER): 25421 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/2025/04/01/3a66f516-b183-475b-b77c-86d5a0039199_20250401T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Line. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I just need to verify eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with that sir. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 715803
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you say you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I show the policy effective since [PII], uh, it is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, looks like you'll follow a fee schedule, correct?
[CUSTOMER][NEUTRAL] And the limitation is $1000? OK, perfect, and I think I have everything in the system, so I just wanted to make sure.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] OK, [PII], you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Bye bye.