AccountId: 011433970860
ContactId: 4ca694aa-1135-4202-9065-0976dd5cae59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85660 ms
Total Talk Time (AGENT): 34907 ms
Total Talk Time (CUSTOMER): 28899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4ca694aa-1135-4202-9065-0976dd5cae59_20250604T17:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, to verify eligibility for a patient.
[AGENT][NEUTRAL] OK. I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 017.
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 461.
[CUSTOMER][NEUTRAL] M L and then 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And give me a moment and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. I sure he had a policy with us. It terminated [PII], and I don't show any active coverage.
[CUSTOMER][NEUTRAL] OK, wait, wait, terminated when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty, thank you so much, [PII], that's all I needed.
[AGENT][POSITIVE] All right, thank you so much for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] You you too
[AGENT][NEUTRAL] Bye.