AccountId: 011433970860
ContactId: c8647d31-c88b-4d81-a06f-cf8082c9d0b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76540 ms
Total Talk Time (AGENT): 26200 ms
Total Talk Time (CUSTOMER): 30980 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c8647d31-c88b-4d81-a06f-cf8082c9d0b1_20250428T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I want to check eligibility for this patient.
[AGENT][NEUTRAL] OK, yeah, I can help you with eligibility. Do you, can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, a good call back number is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 01660290.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I show this policy is effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, um, you said sorry OK, active.
[CUSTOMER][NEUTRAL] Um, can I get a name and a reference number for this call?
[AGENT][NEUTRAL] Uh, my name is [PII]. First initial to last name is [PII], and then reference number is just my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.