AccountId: 011433970860
ContactId: ea9f2888-768e-48a8-99a2-7b15486a799b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90639 ms
Total Talk Time (AGENT): 30828 ms
Total Talk Time (CUSTOMER): 40681 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ea9f2888-768e-48a8-99a2-7b15486a799b_20250411T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. This is [PII] from Regenesis Healthcare.
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] And I'm calling to check I'm fine though and I'm calling to check um eligibility on one of our patients.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. My number is [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. It's 02609149.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], I believe is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all I wanted to know. Thank you so much, [PII].
[AGENT][POSITIVE] Of course yeah thanks for giving us a call. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too love. Alright bye bye.
[AGENT][POSITIVE] Thank you, bye bye.