AccountId: 011433970860
ContactId: b9d25530-e430-49fb-b858-d0553320b013
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66250 ms
Total Talk Time (AGENT): 18320 ms
Total Talk Time (CUSTOMER): 33720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b9d25530-e430-49fb-b858-d0553320b013_20250612T13:39_UTC.wav
--------------------------------------------
[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 Quincy Medical Group, and I am just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number for the patient?
[CUSTOMER][NEUTRAL] It is 020 I'm sorry, 02300225.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] It looks like we've got this policy active and effective [PII].
[CUSTOMER][POSITIVE] Perfect, that is all I needed. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.