AccountId: 011433970860
ContactId: b3a97c45-c18b-48bb-9d06-e142fe837ed3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70599 ms
Total Talk Time (AGENT): 38367 ms
Total Talk Time (CUSTOMER): 25589 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b3a97c45-c18b-48bb-9d06-e142fe837ed3_20250313T18:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to verify eligibility please for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to help you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02230101
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with that eligibility for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII], and this is a secondary policy to her major medical. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's all I needed thank you.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day and it was a pleasure to assist you with eligibility.
[CUSTOMER][POSITIVE] OK. Thank you. mhm, bye-bye. Mhm.
[AGENT][POSITIVE] Take care. Bye-bye.