AccountId: 011433970860
ContactId: c410d961-8a89-406a-babd-0401de7d95fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85260 ms
Total Talk Time (AGENT): 32618 ms
Total Talk Time (CUSTOMER): 31742 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/c410d961-8a89-406a-babd-0401de7d95fb_20250610T19:14_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'd like to check to check eligibility please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02140646.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, and I'm sorry, uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Certainly [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oops
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] Last name [PII], [PII]
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, showing the effective date of [PII] and the policy is active.
[CUSTOMER][POSITIVE] OK, OK, thank you very much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mm. You too, bye bye.
[AGENT][NEUTRAL] Bye.