AccountId: 011433970860
ContactId: f15f0dac-e8c8-416f-87b3-b07089e21933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73750 ms
Total Talk Time (AGENT): 20611 ms
Total Talk Time (CUSTOMER): 33538 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f15f0dac-e8c8-416f-87b3-b07089e21933_20250514T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling today from Doctor's Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. The policy number is 2432942ML8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I show this policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] And is she the main policy holder?
[AGENT][POSITIVE] Cheers.
[CUSTOMER][POSITIVE] Perfect. [PII], can I also get the first initial of your last name for documenting?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] I appreciate your time today. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.