AccountId: 011433970860
ContactId: f51ea7bb-4e0f-46e0-88e4-02dd09cb9572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94540 ms
Total Talk Time (AGENT): 30258 ms
Total Talk Time (CUSTOMER): 37336 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f51ea7bb-4e0f-46e0-88e4-02dd09cb9572_20250514T16:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning Miss [PII]. I'm calling to check eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII]. My direct phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number is 02007928.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, did you say eligibility?
[AGENT][NEUTRAL] Or claim status.
[CUSTOMER][NEUTRAL] Yes ma'am I just need the status, effective date and your call reference number.
[AGENT][NEUTRAL] Uh, it looks like the policy is effective [PII]. It is currently active.
[AGENT][NEUTRAL] And uh reference number is my name, [PII], first initial to last name D as [PII], and today's date.
[CUSTOMER][POSITIVE] OK, that will be all for me [PII], thank you so much.
[AGENT][POSITIVE] Hey thanks for calling APL have a great day.