AccountId: 011433970860
ContactId: f049250c-ab5d-4832-b4ff-b576af977acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102360 ms
Total Talk Time (AGENT): 37921 ms
Total Talk Time (CUSTOMER): 33760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f049250c-ab5d-4832-b4ff-b576af977acd_20250620T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm just calling to verify that this coverage is active.
[AGENT][NEUTRAL] Hey, I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 001897888.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], I'm not really sure how to say that. [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] All right thank you I appreciate it um could you give me a, a reference number?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So we don't have reference numbers, but you can use my name and last initial in today's date. So [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] OK, well, if there's nothing else, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.