AccountId: 011433970860
ContactId: dc01219c-1ab9-4881-9964-22aae7ee5f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71230 ms
Total Talk Time (AGENT): 25332 ms
Total Talk Time (CUSTOMER): 39754 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/dc01219c-1ab9-4881-9964-22aae7ee5f79_20250604T19:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have that policy number for that patient?
[CUSTOMER][NEUTRAL] 1097952.
[CUSTOMER][NEUTRAL] Because they
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] or [PII] rather [PII].
[CUSTOMER][NEUTRAL] He wasn't trying to get records.
[AGENT][NEUTRAL] Uh, looks like this policy is active and effective [PII].
[CUSTOMER][POSITIVE] Great and do you have a reference number for this call?
[AGENT][NEUTRAL] My reference number is my name, uh, [PII], first initial to last name, [PII], and today's date, and anything else I can help with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] That'll do it thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.