AccountId: 011433970860
ContactId: b4b55d7b-22ac-49f1-81f6-9d8ddd4c1d2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82559 ms
Total Talk Time (AGENT): 18897 ms
Total Talk Time (CUSTOMER): 34700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b4b55d7b-22ac-49f1-81f6-9d8ddd4c1d2b_20250509T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I needed, uh, uh, check if a patient is eligible or or the benefits on it please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] My call back is a direct line [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I believe I do somewhere on this thing hold on.
[CUSTOMER][NEUTRAL] Policy 746159.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated, uh, [PII].
[CUSTOMER][POSITIVE] Well, that's a bit go. Alright, well that answers that question. Thank you very much, ma'am.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good weekend.
[AGENT][NEUTRAL] Yeah.