AccountId: 011433970860
ContactId: 96e6ee5a-ffdf-4124-a4dd-cd9fdf60e685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75360 ms
Total Talk Time (AGENT): 30236 ms
Total Talk Time (CUSTOMER): 29939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/96e6ee5a-ffdf-4124-a4dd-cd9fdf60e685_20250227T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to verify a patient's eligibility.
[AGENT][NEUTRAL] Sure I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, 02592674.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name is [PII]
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, that's all I need to know.
[AGENT][NEUTRAL] Alright, there wasn't anything else I could help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye
[AGENT][POSITIVE] Thank you bye bye.