AccountId: 011433970860
ContactId: ab47ff1b-4c30-4f5e-83a6-52fed305b86a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70250 ms
Total Talk Time (AGENT): 28621 ms
Total Talk Time (CUSTOMER): 30537 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ab47ff1b-4c30-4f5e-83a6-52fed305b86a_20250520T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I'm calling from Baptist. I need an eligibility date.
[AGENT][NEUTRAL] OK, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], correct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 02449582.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII], and it's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. The effective date was [PII].
[CUSTOMER][POSITIVE] Perfect. Great. Thank you so much. That's all I needed for today. Have a wonderful day.
[AGENT][POSITIVE] Of course. All right, well thanks for giving us a call. You too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you.