AccountId: 011433970860
ContactId: a90be7be-0c1f-441f-b69f-18d5f3b3924e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65629 ms
Total Talk Time (AGENT): 20199 ms
Total Talk Time (CUSTOMER): 26952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a90be7be-0c1f-441f-b69f-18d5f3b3924e_20250516T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Francisco Medical Group looking to check the eligibility status of a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 025-717887.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I show this policy is active and effective [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much and then is there a call reference or do I just use your name today state?
[AGENT][NEUTRAL] Uh, name in today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much I hope you have a good one.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.