AccountId: 011433970860
ContactId: b24ddbe3-33ca-4971-84e1-9730c0007994
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74290 ms
Total Talk Time (AGENT): 31428 ms
Total Talk Time (CUSTOMER): 31622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b24ddbe3-33ca-4971-84e1-9730c0007994_20250609T21:03_UTC.wav
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[AGENT][POSITIVE] And thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and I'm with the facility and I have a patient that I just needed to check their eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 022-51768.
[AGENT][NEUTRAL] OK, one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh, I do it's uh [PII].
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] and it's [PII].
[AGENT][NEUTRAL] OK, so his effective date is [PII] and he is active on the policy.
[CUSTOMER][POSITIVE] Oh perfect. OK, that is exactly what I needed. um, do you do a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect all right thank you so much I hope you have a good rest of your day.
[AGENT][POSITIVE] Alright, you too, Miss. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you thanks bye bye.
[AGENT][NEUTRAL] Bye.