AccountId: 011433970860
ContactId: c0c1bcd7-51e6-450c-9a39-54790db9a0e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86250 ms
Total Talk Time (AGENT): 34670 ms
Total Talk Time (CUSTOMER): 37509 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c0c1bcd7-51e6-450c-9a39-54790db9a0e9_20250523T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Well, good morning, [PII]. This is [PII]. I'm trying to see if um an um if an insurance is active at this time.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes. It's 02588456.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] And then if I can get a patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], oh wait, the Sira, oh my God, [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. So patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, OK, perfect, and is um by any chance is there a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name again is [PII], that's [PII] and my last initials [PII], then today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.