AccountId: 011433970860
ContactId: 677e0db2-950a-4602-a0e6-78605547b6fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90919 ms
Total Talk Time (AGENT): 21010 ms
Total Talk Time (CUSTOMER): 33090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/677e0db2-950a-4602-a0e6-78605547b6fd_20250625T19:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you now.
[CUSTOMER][NEUTRAL] Hello? OK. Sorry, my mic had turned off. Um, my name is [PII] and I was just calling to get eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, you're, uh, that is 01742620. [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Um, that is [PII].
[AGENT][NEUTRAL] Well, it looks like the policy just turned on [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] All right. And what was your name?
[AGENT][NEUTRAL] Uh, my name is [PII], first initial to last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. It turned [PII]. OK. All right, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.