AccountId: 011433970860
ContactId: a572c4b8-9a1f-4d74-b35b-16d16d97b30b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79440 ms
Total Talk Time (AGENT): 22271 ms
Total Talk Time (CUSTOMER): 25730 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/a572c4b8-9a1f-4d74-b35b-16d16d97b30b_20250619T13:38_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How can I?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling to verify, um, patients eligibility and benefits.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, sorry, the, I hit the mute button by accident. Um, I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] 02365864.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Yeah, it looks like the policy term of 12-1-2023.
[CUSTOMER][NEUTRAL] It turned when?
[AGENT][NEUTRAL] [PII] 2023.
[CUSTOMER][NEUTRAL] Oh, OK, so he, OK, all right, can I just get a reference number?
[AGENT][NEUTRAL] A reference number is my name and today's date.
[CUSTOMER][POSITIVE] All right thank you [PII] have a good day.
[AGENT][POSITIVE] Thanks, you too. Bye-bye.