AccountId: 011433970860
ContactId: 67114e00-af08-429b-a0e1-25c3594f1f1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72400 ms
Total Talk Time (AGENT): 33979 ms
Total Talk Time (CUSTOMER): 30857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/67114e00-af08-429b-a0e1-25c3594f1f1a_20250522T18:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial is [PII], and I am calling um to verify eligibility on a policy please.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02479410.
[AGENT][NEUTRAL] Thank you. And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So, patient's effective date, [PII] was [PII].
[AGENT][NEUTRAL] I do show that their medical coverage terminated [PII]. I don't see any other active coverage with us.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect that's what I needed to know thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.