AccountId: 011433970860
ContactId: 4cda3f3d-ce2f-4ff6-acc2-3548a8c5f713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60770 ms
Total Talk Time (AGENT): 18783 ms
Total Talk Time (CUSTOMER): 28359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/4cda3f3d-ce2f-4ff6-acc2-3548a8c5f713_20250515T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I need to check eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 024.
[CUSTOMER][NEUTRAL] 786-669.
[AGENT][NEUTRAL] And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth.
[CUSTOMER][NEUTRAL] Like it's in a different screen. Let me get back to that. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, looks like she's effective [PII]. Her policy is active.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.