AccountId: 011433970860
ContactId: 8c24adce-0ee9-4d7a-97e2-a9abba5eea27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91279 ms
Total Talk Time (AGENT): 26477 ms
Total Talk Time (CUSTOMER): 44198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/8c24adce-0ee9-4d7a-97e2-a9abba5eea27_20250408T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] What I have on file is 0230.
[CUSTOMER][NEUTRAL] 1069 ML 8
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is first name is [PII]. Last name, I can't pronounce it, but it's spelled out [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Um, may I have your name again and a reference call number if you provide that?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You as well take care. Thank you.
[AGENT][NEUTRAL] Bye.