AccountId: 011433970860
ContactId: 744e6a9b-801f-4158-b44d-ea1bf1fa986d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77040 ms
Total Talk Time (AGENT): 22297 ms
Total Talk Time (CUSTOMER): 30837 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/744e6a9b-801f-4158-b44d-ea1bf1fa986d_20250421T13:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, yes, my name is [PII]. I was calling to checking eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Policy number I have is 024.
[CUSTOMER][NEUTRAL] 77576.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you just need eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII] policy is active.
[CUSTOMER][POSITIVE] OK, alright, thank you, that is all I need.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.