AccountId: 011433970860
ContactId: 49a7b6b6-fed2-4342-90f0-a153de61a01f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69660 ms
Total Talk Time (AGENT): 21591 ms
Total Talk Time (CUSTOMER): 29397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/49a7b6b6-fed2-4342-90f0-a153de61a01f_20250428T14:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to get eligibility on a young lady please and make sure this is her secondary if I could.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have a good callback number? Can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Medical University Hospital Authority. The number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] 1275591
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy is effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] Alright, just a reference number for the call please ma'am.
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][POSITIVE] Appreciate it you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you as well.