AccountId: 011433970860
ContactId: 5613f406-b2c5-4a34-8316-6b797be147d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76599 ms
Total Talk Time (AGENT): 35640 ms
Total Talk Time (CUSTOMER): 25360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/5613f406-b2c5-4a34-8316-6b797be147d6_20250505T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I just need to check the eligibility on the patient.
[AGENT][POSITIVE] OK, yes ma'am, I can assist you with that. And may I please have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you so much, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] It is um 02137813.
[AGENT][NEUTRAL] OK, thank you so much. I have it as 02137813 for that policy number and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and if you could give me her name one more time please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much. Uh, yes ma'am, she shows effective as of [PII], and this policy shows active as a supplemental medical.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Bye bye.