AccountId: 011433970860
ContactId: a3eb9d03-21fe-435a-a0bd-76e250a954b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84639 ms
Total Talk Time (AGENT): 23251 ms
Total Talk Time (CUSTOMER): 32250 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a3eb9d03-21fe-435a-a0bd-76e250a954b5_20250428T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] from Doctor [PII]'s office. I need to check the eligibility and benefits for a patient and get it back.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Um, 646-001.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, I can send a fax back or we can also go over it on the phone.
[CUSTOMER][NEUTRAL] You can just send it back, but.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Anything else I can help with?
[CUSTOMER][POSITIVE] Perfect, that is it. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you, bye bye.