AccountId: 011433970860
ContactId: 73323796-089c-4e44-8b7a-c29e0dd29523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55200 ms
Total Talk Time (AGENT): 30319 ms
Total Talk Time (CUSTOMER): 19958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/73323796-089c-4e44-8b7a-c29e0dd29523_20250207T15:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from AMed Health. My name is [PII]. I just needed to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02456447
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you for that information uh.
[AGENT][NEUTRAL] [PII], and you're just wanting the effective date of the policy is active?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, I have that information for you. The policy effective date is [PII], and I show the policy is active at this time. And did you have any other questions?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Alrighty well thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.