AccountId: 011433970860
ContactId: dcdb247a-1210-4c4a-a3d2-4c6a6d1054cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80699 ms
Total Talk Time (AGENT): 24120 ms
Total Talk Time (CUSTOMER): 51902 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/dcdb247a-1210-4c4a-a3d2-4c6a6d1054cc_20250512T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, yes, I just needed to check eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, my name is [PII] last initial A callback number [PII]. Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of that patient?
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, I show this policy is effective [PII] and it's currently active.
[CUSTOMER][POSITIVE] Alright, ready.
[CUSTOMER][NEUTRAL] OK and uh can I have your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number for this call?
[AGENT][NEUTRAL] A reference number is just my name and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, that is it you have a great day bye bye.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye.