AccountId: 011433970860
ContactId: dfdf7629-8c73-4979-8d80-9ecfde19c48d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76660 ms
Total Talk Time (AGENT): 28372 ms
Total Talk Time (CUSTOMER): 30410 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/dfdf7629-8c73-4979-8d80-9ecfde19c48d_20250429T18:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Her Healthcare. Just wanting to get um eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. And I uh missed your name. Was that [PII]?
[CUSTOMER][NEUTRAL] [PII] And how do you spell your name? I'm sorry?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you just, just call that number. Let's see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is let me see, 021-92256.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, did you say claim status or eligibility?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] It looks like your policy is effective for [PII]. It is currently active.
[CUSTOMER][NEUTRAL] OK, OK, and that was it for today. Can I just get a good um reference number for this call, please?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Bye-bye.