AccountId: 011433970860
ContactId: 44f8dae8-9eba-4f0b-b17c-4c54b6993389
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100389 ms
Total Talk Time (AGENT): 31367 ms
Total Talk Time (CUSTOMER): 28411 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/44f8dae8-9eba-4f0b-b17c-4c54b6993389_20250501T12:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Pediatric Associates.
[CUSTOMER][NEUTRAL] Want to verify eligibility for a patient.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]. And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, one second, OK, the policy number is 02560769.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment.
[AGENT][NEUTRAL] OK, [PII], our computer is not working at the moment. Can I give you a call right back?
[CUSTOMER][NEUTRAL] Uh, OK, yeah, that's fine.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll call you back in just a few minutes, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.