AccountId: 011433970860
ContactId: 82d39acf-7931-4886-984c-c1921c304f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73339 ms
Total Talk Time (AGENT): 19041 ms
Total Talk Time (CUSTOMER): 30268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/82d39acf-7931-4886-984c-c1921c304f47_20250512T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was just calling to check eligibility on a patient of mine.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have, uh, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and this callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 02559439.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Looks like this policy is effective [PII]. It is currently active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.