AccountId: 011433970860
ContactId: 727fd18d-2734-47e8-8601-c00ea808c652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97349 ms
Total Talk Time (AGENT): 33805 ms
Total Talk Time (CUSTOMER): 39947 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/727fd18d-2734-47e8-8601-c00ea808c652_20250623T19:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to verify one of the patient eligibility status.
[AGENT][NEUTRAL] Sure, I can verify eligibility for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02144440 ML 7.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] Release patient date of [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] It's it's it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct, and the policy is active.
[CUSTOMER][NEUTRAL] Call
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Can I get your name, please?
[AGENT][NEUTRAL] It's [PII] last [PII] [PII]
[CUSTOMER][POSITIVE] Thank you. Have a great day, Stay. Bye-bye.
[AGENT][POSITIVE] You too, thanks for calling APL bye.