AccountId: 011433970860
ContactId: 85be89aa-f484-4c80-b7ef-319086671d2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90309 ms
Total Talk Time (AGENT): 27739 ms
Total Talk Time (CUSTOMER): 36408 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/85be89aa-f484-4c80-b7ef-319086671d2c_20250611T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII] and I'm with the facility and I just have a patient that I was needing to verify eligibility for.
[AGENT][POSITIVE] OK, sorry about that. I hit mute. Um, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][POSITIVE] Oh, you're good.
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It is uh 00257.
[CUSTOMER][NEUTRAL] 9335.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said just eligibility, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Looks like his policy is effective, [PII] and it's active.
[CUSTOMER][POSITIVE] Oh perfect. OK, that is exactly what I needed um do you do a call reference number?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. I appreciate your time and help and I hope, hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day too.
[CUSTOMER][POSITIVE] Thank you bye bye.