AccountId: 011433970860
ContactId: f7ae7471-1e6b-4250-a578-e85c6f4ea64e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62930 ms
Total Talk Time (AGENT): 24002 ms
Total Talk Time (CUSTOMER): 28613 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/f7ae7471-1e6b-4250-a578-e85c6f4ea64e_20250403T18:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII], and I am calling to get uh verification of eligibility on a patient.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that policy number?
[CUSTOMER][NEUTRAL] Uh, the ID number is 02553460.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] is her last name, [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this, uh, looks like she is effective [PII] and she's currently active.
[CUSTOMER][POSITIVE] Perfect, thank you for that.
[AGENT][POSITIVE] Perfect. Thank you. OK, well thanks for calling APL you have a great day.
[CUSTOMER][NEUTRAL] You too bye.