AccountId: 011433970860
ContactId: b56afd2a-6762-4f71-bcd2-970cbd30064c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79349 ms
Total Talk Time (AGENT): 24572 ms
Total Talk Time (CUSTOMER): 34896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/b56afd2a-6762-4f71-bcd2-970cbd30064c_20250421T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I was calling to get eligibility on a patient.
[AGENT][NEUTRAL] OK, see, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 02515492.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you just needed eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, um, yes, it's for outpatient diagnostic testing.
[AGENT][NEUTRAL] Uh, it looks like her policy is effective 8-1-2024 and it's currently active.
[CUSTOMER][NEUTRAL] And currently active.
[CUSTOMER][NEUTRAL] OK great and if I could just get a reference number.
[AGENT][NEUTRAL] Um, reference number is just my name, [PII], first initial to last name, D as in Delta, and today's date.
[CUSTOMER][POSITIVE] Great thank you so much [PII] have a good day.
[AGENT][POSITIVE] Thanks for calling APLU as well.
[CUSTOMER][NEUTRAL] Alright bye bye.