AccountId: 011433970860
ContactId: 51d53f95-e33b-4dc5-81d7-be5f2b431caf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79459 ms
Total Talk Time (AGENT): 19828 ms
Total Talk Time (CUSTOMER): 41839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/51d53f95-e33b-4dc5-81d7-be5f2b431caf_20250523T18:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling, um, from Re North [PII]. Just calling to verify, uh, 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] Uh, YES and the phone number is [PII].
[AGENT][NEUTRAL] OK, and then do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah it's 02434310.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, the name is [PII] and the last name is [PII] and the birthday is [PII].
[AGENT][NEUTRAL] It looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Mhm, um, can I have the confirmation number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.