AccountId: 011433970860
ContactId: 92f68275-5029-44ce-8f84-0ce2380b771a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78519 ms
Total Talk Time (AGENT): 36315 ms
Total Talk Time (CUSTOMER): 20935 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/92f68275-5029-44ce-8f84-0ce2380b771a_20250103T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and your callback number, please?
[CUSTOMER][NEUTRAL] [PII]. My name is [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you giving me that information. What is the patient's name?
[CUSTOMER][NEUTRAL] Charity.
[AGENT][NEUTRAL] OK, and what's Charity's uh date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] 02569249
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that Charity does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Can I just get a reference number for our phone call please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye