AccountId: 011433970860
ContactId: ddf5e14e-f5da-4cca-926a-9af48978133e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66209 ms
Total Talk Time (AGENT): 24789 ms
Total Talk Time (CUSTOMER): 18621 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ddf5e14e-f5da-4cca-926a-9af48978133e_20250128T23:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just wanted to check eligibility for a patient.
[AGENT][POSITIVE] All right. I'm happy to check eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 229-074-6
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient plan is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, OK, then that would be all.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.