AccountId: 011433970860
ContactId: d3dee89d-9950-4d2a-b2b7-06436a048718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78900 ms
Total Talk Time (AGENT): 36549 ms
Total Talk Time (CUSTOMER): 32918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d3dee89d-9950-4d2a-b2b7-06436a048718_20250604T19:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'd like to check eligibility on a patient please.
[AGENT][NEUTRAL] Sure, verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII] from Ashna Healthcare.
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02166573
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Y'all have a good one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] Alright, and what's your first name again?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you have a reference number for me?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Great thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you alright bye bye.
[AGENT][NEUTRAL] Bye.