AccountId: 011433970860
ContactId: 8e9c4f83-fdc4-45e9-8f6d-097e07d74e44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65739 ms
Total Talk Time (AGENT): 21149 ms
Total Talk Time (CUSTOMER): 23908 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/8e9c4f83-fdc4-45e9-8f6d-097e07d74e44_20250424T19:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 202506893.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And did you say eligibility, is that right?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] OK, and this is this a gap insurance?
[AGENT][NEUTRAL] Yes, it's secondary, yes.
[CUSTOMER][POSITIVE] OK perfect OK thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.