AccountId: 011433970860
ContactId: 9f240232-2c2b-4009-ae0d-3493c6e69947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69629 ms
Total Talk Time (AGENT): 19842 ms
Total Talk Time (CUSTOMER): 38812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/9f240232-2c2b-4009-ae0d-3493c6e69947_20250609T19:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I am with remote neuro monitoring physicians, trying to just verify eligibility on one patient, please.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 000 AMS 005500.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers um do you have a social?
[CUSTOMER][NEGATIVE] No, I don't, unfortunately.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII]
[AGENT][NEUTRAL] OK, we don't have anyone in our system by that name.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, I'll try different go a different way. Thank you for your help appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks.