AccountId: 011433970860
ContactId: c44c42d6-e981-4ab0-995a-1d9a9f197a1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104930 ms
Total Talk Time (AGENT): 26706 ms
Total Talk Time (CUSTOMER): 49546 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c44c42d6-e981-4ab0-995a-1d9a9f197a1b_20250611T21:45_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], um, I wanted to check if a patient is eligible um for a data service and um get the correct claims billing address if so.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 025.
[CUSTOMER][NEUTRAL] 867-57
[AGENT][NEUTRAL] And then can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and my number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the correct uh billing address the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, all right, I need to get that updated then. I have a, a wrong address. OK, and um do you provide call reference numbers, [PII]?
[AGENT][NEUTRAL] A call reference number, just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thanks so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good evening.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.