AccountId: 011433970860
ContactId: 46f165b2-339d-4101-b9f1-3e66155f8fd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71440 ms
Total Talk Time (AGENT): 31988 ms
Total Talk Time (CUSTOMER): 28711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/46f165b2-339d-4101-b9f1-3e66155f8fd6_20250403T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Uh, yes, [PII], I can help with eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 01829100.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. The date of birth is on [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] Thank you. Um, it looks like the policy went into effect on [PII]. It is active. Is there anything else besides eligibility that I can help with?
[CUSTOMER][NEUTRAL] No, no, I just need to put you on and thank you for that information. Could you please spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII] and the first initial to my last name is [PII]. We use that today's date is our reference.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] OK, thanks for contacting AT have a good