AccountId: 011433970860
ContactId: cb47cc5c-437c-4a93-b2e4-1aff8dbe759a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70819 ms
Total Talk Time (AGENT): 19568 ms
Total Talk Time (CUSTOMER): 24006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/cb47cc5c-437c-4a93-b2e4-1aff8dbe759a_20250613T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I just need to verify eligibility please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] 02385328 M as in Mary L as in 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I show this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And did you just need eligibility?
[CUSTOMER][NEUTRAL] That's all I needed, uh huh.
[AGENT][POSITIVE] OK, and thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] Uh huh bye bye.