AccountId: 011433970860
ContactId: 4d0fa2e3-91a0-469e-b05d-5aff2ef805a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64940 ms
Total Talk Time (AGENT): 28828 ms
Total Talk Time (CUSTOMER): 27600 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/4d0fa2e3-91a0-469e-b05d-5aff2ef805a4_20250527T13:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work for Total Life of urging Care. I was just trying to get eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02006184.
[AGENT][POSITIVE] Thank you so much. Just a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and then [PII] and then her birthday is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect, that was all I needed.
[AGENT][POSITIVE] All right. Well, thank you for calling APM Miss [PII]. You have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mm bye.