AccountId: 011433970860
ContactId: 517d5eb3-f111-4ce8-8feb-b3d896d4fac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68980 ms
Total Talk Time (AGENT): 24712 ms
Total Talk Time (CUSTOMER): 25110 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/517d5eb3-f111-4ce8-8feb-b3d896d4fac7_20250410T19:03_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 am just calling for eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 024119298
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh, it looks like I showed this policy term, but let me see if he has an active one.
[AGENT][NEUTRAL] Uh, now I show this term [PII].
[CUSTOMER][NEUTRAL] OK great and can I just um get your name?
[AGENT][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you very much that's all I needed you have a good day.
[AGENT][POSITIVE] Thank you for calling
[AGENT][POSITIVE] Too, thanks for calling APL.