AccountId: 011433970860
ContactId: 53342a97-f63d-4a8b-bcf7-64d64784e5f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68019 ms
Total Talk Time (AGENT): 20539 ms
Total Talk Time (CUSTOMER): 34441 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/53342a97-f63d-4a8b-bcf7-64d64784e5f5_20250520T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to find out at the cer, um, if a patient has eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], that's [PII], and the callback number here is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yes, that number is 021496-39.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, looks like this policy is active and effective [PII].
[CUSTOMER][POSITIVE] OK. Alrighty, thank you so much for that information.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You do as well bye bye.
[AGENT][POSITIVE] Thank you.