AccountId: 011433970860
ContactId: c1c382e0-658f-4cc0-b919-2245deab4d21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91720 ms
Total Talk Time (AGENT): 27369 ms
Total Talk Time (CUSTOMER): 38051 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c1c382e0-658f-4cc0-b919-2245deab4d21_20250422T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I am calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK. May I can verify insurance and eligibility. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it will be [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 02 44 95 87 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like this policy is effective [PII]. It is active. And did you need benefits as well?
[CUSTOMER][NEUTRAL] No, it would just be um to know if it was active.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] No, [PII], that will be all for today. Can I please have
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much I greatly appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day, bye.