AccountId: 011433970860
ContactId: df48fea0-9eb6-4908-937f-004bbc0c56dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89300 ms
Total Talk Time (AGENT): 27478 ms
Total Talk Time (CUSTOMER): 43190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/df48fea0-9eb6-4908-937f-004bbc0c56dd_20250624T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with Levine Cancer Institute. I just need to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, 01656930.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm sorry, did you say benefits?
[CUSTOMER][NEUTRAL] Um, just eligibility.
[AGENT][NEUTRAL] Eligibility, OK, uh, show the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] All right, let me get this.
[CUSTOMER][POSITIVE] Tell me that date one more time I'm so sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and is there a reference call for this um a reference number for this call by chance?
[AGENT][NEUTRAL] Uh yes, it's just my name, [PII], first initial to last name, [PII], and today's state.
[CUSTOMER][POSITIVE] All right awesome thank you so much [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great afternoon.
[CUSTOMER][POSITIVE] OK you too bye bye.