AccountId: 011433970860
ContactId: 5d028444-778f-414c-9aac-535fffb2696f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72129 ms
Total Talk Time (AGENT): 33257 ms
Total Talk Time (CUSTOMER): 31722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5d028444-778f-414c-9aac-535fffb2696f_20250305T13:30_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Medical University to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you, [PII], and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Policy number is 02219654.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII], and you're just wanting to verify the effective date and the policy is currently active?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, I have that information for you. I'm showing an effective date of [PII]. Policy is active at this time, and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] That's it. Can I get your name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] All right thank you much.
[AGENT][POSITIVE] Hi, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.