AccountId: 011433970860
ContactId: 53d4e64d-91d2-48c3-8c34-9e6c7e8c76a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87980 ms
Total Talk Time (AGENT): 22338 ms
Total Talk Time (CUSTOMER): 45208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/53d4e64d-91d2-48c3-8c34-9e6c7e8c76a6_20250613T20:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I'd like to verify benefits for a patient. I actually need an effective date, please.
[AGENT][NEUTRAL] Hey [PII], I can help you with that. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] And uh of the patient.
[CUSTOMER][NEUTRAL] The policy number of the patient is 02126776M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, uh, [PII].
[AGENT][NEUTRAL] OK, and you needed just eligibility or do you need benefits as well?
[CUSTOMER][NEUTRAL] Just the eligibility, please.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII], and it's active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, great. That's what I needed. Um, there's no call reference number, it's just today's date and your name, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And the first letter of your last name, please?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you very much. I hope you have a great weekend, [PII].
[AGENT][POSITIVE] Thanks for calling APL. I hope you do too. bye.
[CUSTOMER][POSITIVE] Thank you bye bye