AccountId: 011433970860
ContactId: 9b33b00f-7be7-4f46-b883-e1e583e82ce0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74620 ms
Total Talk Time (AGENT): 19089 ms
Total Talk Time (CUSTOMER): 30723 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9b33b00f-7be7-4f46-b883-e1e583e82ce0_20250515T16:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office trying to verify if a patient's insurance is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII]. Uh, callback number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Um, yes, uh, are you ready for it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02615238.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh yes, I show this policy is effective and active [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.