AccountId: 011433970860
ContactId: d4740cf6-56c1-40af-82f3-901206693cc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65660 ms
Total Talk Time (AGENT): 17741 ms
Total Talk Time (CUSTOMER): 34011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d4740cf6-56c1-40af-82f3-901206693cc3_20250519T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] I'm calling from Total Access urgent care to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do, yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is going to be 01660281 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, name and date of birth is going to be uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like the policy is active and effective [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much that's all that I need.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too take care.