AccountId: 011433970860
ContactId: 3f72ad36-09c9-4e8b-be8f-95d18abf07f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60159 ms
Total Talk Time (AGENT): 18887 ms
Total Talk Time (CUSTOMER): 22259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/3f72ad36-09c9-4e8b-be8f-95d18abf07f6_20250519T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Northwestern calling to get eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02463266.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] So she's effective and active [PII].
[AGENT][NEUTRAL] And did you need benefits?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No, that's all I needed thank you so much have a great day.
[AGENT][POSITIVE] Thank you for calling APLU you as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.