AccountId: 011433970860
ContactId: 597486c8-f9c8-48d0-8277-fd9b191bc3c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91620 ms
Total Talk Time (AGENT): 23649 ms
Total Talk Time (CUSTOMER): 36010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/597486c8-f9c8-48d0-8277-fd9b191bc3c6_20250423T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to verify a patient's insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and a good call back number would be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a good policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it should be 02560613.
[AGENT][NEUTRAL] OK. And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] I show the policy is effective [PII] and it's active.
[CUSTOMER][POSITIVE] Perfect, can I get a fax with their benefits?
[AGENT][POSITIVE] Yeah, absolutely. What's your pets?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much for your help have a good one.
[AGENT][POSITIVE] Thank you for calling APLU as well.