AccountId: 011433970860
ContactId: be2c50a8-390c-4731-8eca-afadd148d5e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106830 ms
Total Talk Time (AGENT): 34251 ms
Total Talk Time (CUSTOMER): 50535 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/be2c50a8-390c-4731-8eca-afadd148d5e9_20250522T21:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling from the office of Doctor [PII]. I was, I was wanting to check eligibility for a patient.
[AGENT][NEUTRAL] OK, give me one moment. I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It would be 02315642.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry I'm sorry, no, no, I'm sorry I'm I'm giving you the wrong number hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, hold on.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, I show effective date of [PII] and the policy is active.
[CUSTOMER][POSITIVE] Oh OK OK thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL.
[CUSTOMER][NEUTRAL] I'm sorry, sorry, what was your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Mhm thank you for calling APL [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Bye bye.