AccountId: 011433970860
ContactId: c6352e89-2833-4006-b5df-00b38d6b8615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85550 ms
Total Talk Time (AGENT): 39783 ms
Total Talk Time (CUSTOMER): 22347 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c6352e89-2833-4006-b5df-00b38d6b8615_20250122T23:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then um I'll also need her policy number, please.
[CUSTOMER][NEUTRAL] It's 02560051.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Thank you for calling APL. I hope you have a great rest of your week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.