AccountId: 011433970860
ContactId: f941c3a2-e3f1-4711-9a3a-4fcf079f527a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81120 ms
Total Talk Time (AGENT): 26509 ms
Total Talk Time (CUSTOMER): 31632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f941c3a2-e3f1-4711-9a3a-4fcf079f527a_20250430T13:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm, I'm calling from you our on Vita Cancer Center. I'm trying to find eligibility for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII] call back is [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 01605731 for [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, it looks like the policy is effective [PII], and it's currently active.
[CUSTOMER][POSITIVE] OK perfect let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a reference number I can put down?
[AGENT][NEUTRAL] The reference number is just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.