AccountId: 011433970860
ContactId: 75d49c88-c61b-4958-8ff1-b7c8252f7793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60229 ms
Total Talk Time (AGENT): 16870 ms
Total Talk Time (CUSTOMER): 31661 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/75d49c88-c61b-4958-8ff1-b7c8252f7793_20250618T16:05_UTC.wav
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[CUSTOMER][NEUTRAL] I might need to go get my card.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I am calling from the pediatric care of Soulta, and I am just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][POSITIVE] Absolutely have a great day.
[CUSTOMER][NEUTRAL] OK 01780461.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy is active and effective [PII].
[CUSTOMER][POSITIVE] OK, that is what I needed thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.