AccountId: 011433970860
ContactId: e5668ea2-5fe4-4b06-8360-78a897594607
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41439 ms
Total Talk Time (AGENT): 14851 ms
Total Talk Time (CUSTOMER): 20138 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e5668ea2-5fe4-4b06-8360-78a897594607_20250421T14:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just need to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. The callback number is [PII].
[AGENT][NEUTRAL] [PII], can I have that policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] This is the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's the one the patient gave us, yes.
[AGENT][NEUTRAL] That's not a, that's the phone number. That's not a policy number.
[CUSTOMER][POSITIVE] OK, thank you.