AccountId: 011433970860
ContactId: 54543f12-9ba8-42b3-9522-471ad30e17e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69269 ms
Total Talk Time (AGENT): 29692 ms
Total Talk Time (CUSTOMER): 25655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/54543f12-9ba8-42b3-9522-471ad30e17e2_20250522T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I needed to check eligibility for a patient please.
[AGENT][NEUTRAL] Yeah, I check eligibility for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 02609441.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the uh member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate your help.
[AGENT][NEUTRAL] Sure, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was all, thank you.
[AGENT][POSITIVE] All right, of course, thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye bye bye.
[AGENT][POSITIVE] Thanks bye bye.