AccountId: 011433970860
ContactId: ab1f33dc-fb47-43e0-b22d-2051b2a3c5f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64800 ms
Total Talk Time (AGENT): 27449 ms
Total Talk Time (CUSTOMER): 26823 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/2025/06/13/ab1f33dc-fb47-43e0-b22d-2051b2a3c5f6_20250613T19:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, excuse me, hi, this is [PII] calling from Orange Family Sufficient. I was calling to check eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 02446763
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am, give me one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing an effective date [PII] and the policy is active.
[CUSTOMER][POSITIVE] Alrighty, alright, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.