AccountId: 011433970860
ContactId: b5f3b322-a544-4d0b-aff6-ada13f795675
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75959 ms
Total Talk Time (AGENT): 34798 ms
Total Talk Time (CUSTOMER): 31269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/b5f3b322-a544-4d0b-aff6-ada13f795675_20250626T13:20_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], my name is [PII]. I'm calling from a provider's office. I just need to confirm a patient's policy is still active.
[AGENT][NEUTRAL] Alright, I'm happy to check on eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] 02517183 M as in Mary, L as in love 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. And lastly I have just a reference number for this call, please.
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with today's date. My name again is [PII], that's [PII] H. Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII], you're a great help.
[AGENT][POSITIVE] You too. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.