AccountId: 011433970860
ContactId: a72c7944-7963-4be4-bdaf-2f6dfa6240a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67169 ms
Total Talk Time (AGENT): 22284 ms
Total Talk Time (CUSTOMER): 24150 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a72c7944-7963-4be4-bdaf-2f6dfa6240a4_20250515T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to verify eligibility on a patient.
[AGENT][POSITIVE] Yeah, I can help you with eligibility. Do you have a good callback number and can I get your name?
[CUSTOMER][NEUTRAL] [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] It is 1265.
[CUSTOMER][NEUTRAL] 656.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Well, it looks like this policy is active and effective. [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] Alright thank you so much Miss [PII] you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.