AccountId: 011433970860
ContactId: f425e671-1580-4f12-8077-e8cc04d401d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74339 ms
Total Talk Time (AGENT): 34448 ms
Total Talk Time (CUSTOMER): 24431 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f425e671-1580-4f12-8077-e8cc04d401d0_20250602T14:06_UTC.wav
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[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] This is [PII]. I'm just calling to um check eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 02449772.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much uh for that. And if I could just have a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Is there
[AGENT][NEUTRAL] OK, so let me just see what we've got here for [PII]. The policy went into effect on [PII]. It is active. Now, is there anything else besides eligibility that I can help with? Would you like any of the benefits of where to send your place?
[CUSTOMER][NEUTRAL] Um, no, that is it. Um, do you have a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use this and today's date as our.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] Thanks for contacting AP. Have a good