AccountId: 011433970860
ContactId: 78109e79-307a-4432-aafa-2af0f12afd51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83290 ms
Total Talk Time (AGENT): 39992 ms
Total Talk Time (CUSTOMER): 26578 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/78109e79-307a-4432-aafa-2af0f12afd51_20250325T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify benefits please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02334372
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII]. It would be my pleasure to assist you with that eligibility. I am showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That would be all. I appreciate it.
[AGENT][POSITIVE] [PII], thank you for calling APL. It was a pleasure to assist you with that eligibility. Take care and have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.