AccountId: 011433970860
ContactId: a186a75d-d945-4286-ab54-ef42d902c034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94550 ms
Total Talk Time (AGENT): 21679 ms
Total Talk Time (CUSTOMER): 35194 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a186a75d-d945-4286-ab54-ef42d902c034_20250516T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, my name is [PII] and I am calling to see if patient has active coverage and if authorization is required.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02486183
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Actually show this policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect and I'm sorry what was your name again?
[AGENT][NEUTRAL] That's [PII], first initial to last name is [PII].
[CUSTOMER][POSITIVE] Great OK all right thank you [PII].
[AGENT][POSITIVE] Thank you for calling APL have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.