AccountId: 011433970860
ContactId: bb9f7b29-c152-4c9b-af6d-66e9b5fcea4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76459 ms
Total Talk Time (AGENT): 21379 ms
Total Talk Time (CUSTOMER): 27310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/bb9f7b29-c152-4c9b-af6d-66e9b5fcea4c_20250613T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, it's 01773618.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] It looks like the policy is active and effective [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with to get today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.