AccountId: 011433970860
ContactId: f757ef0b-87d1-41c0-96c7-741b1d2323fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84620 ms
Total Talk Time (AGENT): 33507 ms
Total Talk Time (CUSTOMER): 23251 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/f757ef0b-87d1-41c0-96c7-741b1d2323fd_20250418T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm just trying to check uh eligibility for a patient.
[AGENT][NEUTRAL] Of course, I can help you with eligibility today. And what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's gonna be 02145094.
[AGENT][NEUTRAL] OK, and then what's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, that's gonna be [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And it looks like this policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK. Is it termed?
[AGENT][NEUTRAL] No, it's active.
[CUSTOMER][POSITIVE] It is active. OK, perfect, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.