AccountId: 011433970860
ContactId: 6d063d3b-04ea-47a9-b154-13b8409d892a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43459 ms
Total Talk Time (AGENT): 21919 ms
Total Talk Time (CUSTOMER): 24631 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6d063d3b-04ea-47a9-b154-13b8409d892a_20250310T20:09_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I just need to check on eligibility on a patient please.
[AGENT][NEUTRAL] I think I can help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02097247.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything besides eligibility that I could help with?
[CUSTOMER][POSITIVE] No ma'am, that is all I needed thank you so much.
[AGENT][NEUTRAL] OK, thanks for contacting if you have a.