AccountId: 011433970860
ContactId: 4073a471-4326-49a8-8640-2e12c3b5ed33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74510 ms
Total Talk Time (AGENT): 26220 ms
Total Talk Time (CUSTOMER): 40361 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4073a471-4326-49a8-8640-2e12c3b5ed33_20250107T19:08_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, right, yeah.
[AGENT][NEUTRAL] Thank you for calling American. This is speaking with.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Right, yeah, hi, good afternoon, my name is [PII]. I was calling to verify eligibility for a patient.
[AGENT][POSITIVE] Oh absolutely I can help you with that uh but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect, appreciate that and the uh policy number?
[CUSTOMER][NEUTRAL] Yeah, so the policy number for, 01 2nd, just got it.
[CUSTOMER][NEUTRAL] OK, it's 02493350.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Perfect. I have an effective date of [PII] currently still active. Is there any um benefits I can get you?
[CUSTOMER][NEUTRAL] OK, that was all.
[CUSTOMER][NEUTRAL] I just needed the eligibility. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem you have a great rest of your day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.