AccountId: 011433970860
ContactId: 876dd676-5d09-46ff-9295-7bcca4e44a0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149949 ms
Total Talk Time (AGENT): 27720 ms
Total Talk Time (CUSTOMER): 48108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/876dd676-5d09-46ff-9295-7bcca4e44a0c_20250611T15:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I, um, was calling because I was just hoping to get an eligibility pass for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and a good callback number would be [PII].
[AGENT][NEUTRAL] OK, [PII], and do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is going to be 02478083.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then you needed a fax back, is that right?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over, and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, can you just tell me, uh, I'm not sure if it'll say on the fax back her remaining balance.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Oh [PII], I guess.
[AGENT][NEUTRAL] Uh, looks like all she's used this year is $130.
[CUSTOMER][POSITIVE] is used. OK. All right, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.