AccountId: 011433970860
ContactId: 5c70a492-ddb8-40a0-8fcd-f33663fe9173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77300 ms
Total Talk Time (AGENT): 25129 ms
Total Talk Time (CUSTOMER): 31138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/5c70a492-ddb8-40a0-8fcd-f33663fe9173_20250520T13:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, good morning, [PII]. Uh, to check eligibility for my patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and then callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's 0222.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 9039.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy term 10-1-2022. Let me see if there's an active one.
[CUSTOMER][NEUTRAL] OK so
[AGENT][NEUTRAL] Um, no, it looks like there was another policy, but that term 101 2024, so I don't have an active policy on file.
[CUSTOMER][POSITIVE] Alright, alright, that's all I needed thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.