AccountId: 011433970860
ContactId: 868c3a5e-4fd2-470b-8ac6-4f893044f219
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75330 ms
Total Talk Time (AGENT): 34529 ms
Total Talk Time (CUSTOMER): 24630 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/868c3a5e-4fd2-470b-8ac6-4f893044f219_20250520T16:41_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]. I was just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] All right. I'm happy to check eligibility. What is the patient policy number?
[CUSTOMER][NEUTRAL] Um, let's see, 02603911.
[AGENT][NEUTRAL] All right, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, let's see, [PII], birthday is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. Uh, uh, may I have a reference number, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initials and today's date. My name again is [PII], that's [PII] Last initial is [PII] like [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII].
[AGENT][POSITIVE] Yeah. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK.