AccountId: 011433970860
ContactId: 43e93d1b-81ac-4b97-bf82-9c8a24905f1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88569 ms
Total Talk Time (AGENT): 24732 ms
Total Talk Time (CUSTOMER): 43919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/43e93d1b-81ac-4b97-bf82-9c8a24905f1d_20250521T17:19_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], I was calling to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and that's going to be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. I have 01828937.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] That is going to be [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like the policy is effective [PII] and active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, I appreciate it so much. And you said your name is [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And [PII], do you all give out your last initial, the first initial to your last name or no, it's just for call reference, just your name and today's date?
[AGENT][NEUTRAL] Uh, first initial and last name is [PII], and then, yes, my name and today's date would be the reference.
[CUSTOMER][POSITIVE] All righty. Thank you so much. You enjoy the rest of your day.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Uh huh bye bye.