AccountId: 011433970860
ContactId: bfb31a44-fa89-4ad0-a4aa-9b814d125705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77660 ms
Total Talk Time (AGENT): 31707 ms
Total Talk Time (CUSTOMER): 28498 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/bfb31a44-fa89-4ad0-a4aa-9b814d125705_20250310T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'd like to check eligibility and a patient please.
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] [PII] from Ana Healthcare.
[AGENT][NEUTRAL] [PII], thank you and your callback number if we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number please?
[CUSTOMER][NEUTRAL] Policy number is 021665667.
[AGENT][NEUTRAL] OK, that was 01, excuse me, 02166567. Thank you one moment.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Spell it again?
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling to check eligibility [PII]. She shows effective as of [PII], and this policy shows active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK great what's your first name?
[AGENT][NEUTRAL] My name is [PII]. Last initial [PII], and today's date for the reference, please.
[CUSTOMER][POSITIVE] OK, great, thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] Bye-bye.