AccountId: 011433970860
ContactId: 72a00374-062b-41cd-af4c-a0139a368f8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61340 ms
Total Talk Time (AGENT): 20100 ms
Total Talk Time (CUSTOMER): 23976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/72a00374-062b-41cd-af4c-a0139a368f8f_20250623T19:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to get eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have a good callback number? Could I get your name, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The call call back number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. The policy number is 02618719.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] The patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you said eligibility, right?
[CUSTOMER][NEUTRAL] Yes, just eligibility.
[AGENT][NEUTRAL] I show the policy is active and effective [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.