AccountId: 011433970860
ContactId: e3168eef-74ff-406a-b4de-8c34d7253772
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82720 ms
Total Talk Time (AGENT): 23300 ms
Total Talk Time (CUSTOMER): 31581 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e3168eef-74ff-406a-b4de-8c34d7253772_20250619T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just checking, calling to check on eligibility.
[AGENT][NEUTRAL] OK, are you at the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 026-05686.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. And looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You need the benefits?
[CUSTOMER][NEUTRAL] No, I just need to just check see if she was eligible.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too uh huh bye bye.