AccountId: 011433970860
ContactId: 515ebcc9-71bb-48a0-ab1c-51e07d800611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72980 ms
Total Talk Time (AGENT): 26418 ms
Total Talk Time (CUSTOMER): 35001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/515ebcc9-71bb-48a0-ab1c-51e07d800611_20250506T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'd like to check eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and phone number is [PII].
[CUSTOMER][NEUTRAL] I J.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a, a policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, 02166573.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] V [PII] [PII].
[CUSTOMER][POSITIVE] And you just see the MR pop up it'll be ready for you.
[AGENT][NEUTRAL] OK, it looks like the number is effective [PII]. The plan is currently active.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number on this call?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] Great, no, that's it. Thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.