AccountId: 011433970860
ContactId: 7eb2ab03-24f7-47be-918d-d05c03e7f5e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49439 ms
Total Talk Time (AGENT): 22038 ms
Total Talk Time (CUSTOMER): 17499 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7eb2ab03-24f7-47be-918d-d05c03e7f5e6_20250515T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check uh eligibility and benefits for a client.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 02588076
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.