AccountId: 011433970860
ContactId: 66591e2c-37c3-474d-9de6-62696a325fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109500 ms
Total Talk Time (AGENT): 45428 ms
Total Talk Time (CUSTOMER): 35842 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/66591e2c-37c3-474d-9de6-62696a325fa1_20250516T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the Blue Hill Medical Clinic, and our phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I'm calling for [PII]. Her date of birth is [PII], and the policy number is 02605686.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I show that [PII] does have an active policy. The effective date of her policy is [PII], and it's current.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome Miss [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yep, that's everything.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Yeah, thank you.
[AGENT][NEUTRAL] Bye bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.