AccountId: 011433970860
ContactId: c82bedd6-7b83-4601-a78a-20ef54955d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116639 ms
Total Talk Time (AGENT): 45912 ms
Total Talk Time (CUSTOMER): 60622 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c82bedd6-7b83-4601-a78a-20ef54955d34_20250603T15:52_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That your lunch.
[CUSTOMER][NEUTRAL] Hi, um, I wanted to [PII]. I wanted to check, um, in eligibility for a patient's policy.
[AGENT][NEUTRAL] OK. I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] So I have the outpatient cer certificate number. Does that work?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Um, so that that one is 017.
[CUSTOMER][NEUTRAL] 42676 M like Michael L like Larry, and then 8.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I have [PII], um, [PII].
[AGENT][NEUTRAL] OK, that policy number you gave it terminated [PII]. They do have a current policy. When you're ready, I can give you that number.
[CUSTOMER][POSITIVE] Oh perfect thank you.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 250.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, 2503156.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's 2503156?
[AGENT][NEUTRAL] Yes, ma'am, and the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] perfect um just for documentation, can I take your name?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Perfect. Alrighty, thank you, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Alright, you too, Miss [PII], thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.