AccountId: 011433970860
ContactId: 894d67a0-fb14-49fb-ba6a-1371bcbe5052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71330 ms
Total Talk Time (AGENT): 21887 ms
Total Talk Time (CUSTOMER): 24987 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/894d67a0-fb14-49fb-ba6a-1371bcbe5052_20250512T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hey, I'm just calling to verify eligibility on one of our patients.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, [PII] and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have that policy number for that patient?
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 09441.
[AGENT][NEUTRAL] OK, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I show this policy is effective [PII] and it's 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.