AccountId: 011433970860
ContactId: e76061e5-487e-4c6b-9b2a-ea1f6123d114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109930 ms
Total Talk Time (AGENT): 48121 ms
Total Talk Time (CUSTOMER): 49462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e76061e5-487e-4c6b-9b2a-ea1f6123d114_20250502T22:16_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] with the raw Baptist. Uh, I just wanna confirm that a patient's plan is active.
[AGENT][NEUTRAL] OK, I can help you with um eligibility of a patient. Can I please get your callback number, [PII], just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Take.
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02519044.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. The effective date of his policy is [PII] and everything is current.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, do you need anything else that I can help you with today, [PII] before we go?
[CUSTOMER][NEUTRAL] Uh, sure, uh, just a reference number.
[AGENT][NEUTRAL] Yes sir you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] To what?
[CUSTOMER][POSITIVE] Alright perfect thank you so much Toy.
[AGENT][POSITIVE] You too you have a wonderful weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye, sir.