AccountId: 011433970860
ContactId: 8ec14fb8-6b23-4213-9d9d-8aa45f7e379f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89279 ms
Total Talk Time (AGENT): 36940 ms
Total Talk Time (CUSTOMER): 29558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8ec14fb8-6b23-4213-9d9d-8aa45f7e379f_20250624T12:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was needing to verify eligibility for a patient please.
[AGENT][POSITIVE] All right. Happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02584445
[AGENT][NEUTRAL] All right, thank you. Let me pull this up. And then if I could get your name and a callback number for documentation, please?
[CUSTOMER][NEUTRAL] It's [PII] 2.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, would there be a reference number for this call with you?
[AGENT][NEUTRAL] Yeah, absolutely. You can use my name with today's date. My name is [PII], that's [PII], initials my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's all I need thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.