AccountId: 011433970860
ContactId: 8169bcea-ac6f-431c-ab25-917c2c8bb75d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90879 ms
Total Talk Time (AGENT): 24097 ms
Total Talk Time (CUSTOMER): 45861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8169bcea-ac6f-431c-ab25-917c2c8bb75d_20250623T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to verify that a patient's insurance is still active.
[AGENT][NEUTRAL] Hey [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] 01708164.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] or no sorry um yes [PII] and uh date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I show the policy is active and effective for [PII].
[CUSTOMER][POSITIVE] Perfect all right perfect and then um may I get a reference number for the call?
[AGENT][NEUTRAL] Uh, reference number is, my name is [PII], first initial to last name, D as [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] Um, no, I think that was it. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] It