AccountId: 011433970860
ContactId: 81d8250a-8979-41fe-8996-e3d9b51fc616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90550 ms
Total Talk Time (AGENT): 32580 ms
Total Talk Time (CUSTOMER): 26591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/81d8250a-8979-41fe-8996-e3d9b51fc616_20250611T21:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the university to verify eligibility for a patient.
[AGENT][POSITIVE] I can help you with eligibility. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and my number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02145414 ML 8.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII] and it is currently active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.