AccountId: 011433970860
ContactId: dff00a35-4dfe-4b7c-834e-458baaf1f359
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90180 ms
Total Talk Time (AGENT): 28952 ms
Total Talk Time (CUSTOMER): 35391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/dff00a35-4dfe-4b7c-834e-458baaf1f359_20250409T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII], I'm calling to verify um eligibility for a mutual patient.
[AGENT][NEUTRAL] Of course, I can help you with eligibility today. Do you have the policy number on you?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I do. Let's see, it's gonna be 608-812.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then date of birth?
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Um, let's see, let's go back to it. It's actually for her son [PII]. His date of birth is [PII].
[CUSTOMER][NEUTRAL] Or do you need the subscriber's information?
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] No, that's OK. What's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So it looks like the policy is active and the effective date is [PII].
[CUSTOMER][POSITIVE] Alright, that's what I needed to know. Thank you, have a great day.
[AGENT][POSITIVE] OK. Yes, thank you for calling APL. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.