AccountId: 011433970860
ContactId: 8ef8209f-104b-4178-9c0a-515fd0f617bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65160 ms
Total Talk Time (AGENT): 22598 ms
Total Talk Time (CUSTOMER): 19002 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8ef8209f-104b-4178-9c0a-515fd0f617bc_20250414T20:26_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was just trying to verify eligibility for my patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm it's [PII] it's [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 1,046,270.
[AGENT][NEUTRAL] OK, thank you. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, and did you say eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like her policy is terminated, terminated when she turned [PII].
[AGENT][NEUTRAL] Um, which would have been [PII].
[CUSTOMER][POSITIVE] Perfect, that's what I was checking.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh, you too, bye bye.