AccountId: 011433970860
ContactId: e1192b80-c08b-4b0c-bf85-375ee152a08c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65300 ms
Total Talk Time (AGENT): 19722 ms
Total Talk Time (CUSTOMER): 33497 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e1192b80-c08b-4b0c-bf85-375ee152a08c_20250613T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I am a provider and I am needing to verify someone's insurance or for eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a good policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, uh, it is 02574792.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great then.
[AGENT][NEUTRAL] Anything else I can
[CUSTOMER][POSITIVE] And I think that's everything to me. Nope, that's it. I greatly appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Yeah