AccountId: 011433970860
ContactId: c69abcd3-cbee-4308-ab1e-96169dc2ddf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131690 ms
Total Talk Time (AGENT): 25730 ms
Total Talk Time (CUSTOMER): 39540 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c69abcd3-cbee-4308-ab1e-96169dc2ddf4_20250306T20:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office. I want to know availability status for the patient. Would you help me with that?
[AGENT][NEUTRAL] Sure, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, uh 02483142.
[AGENT][NEUTRAL] OK. Excuse me, thank you. Hold on one moment, please.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII] direct line.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah. Patient name [PII], and date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Policy is active, right?
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] Yeah, thank you very much. Uh, can you spell your name for the document purpose?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, my voice is audible for you.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?