AccountId: 011433970860
ContactId: feba0289-cfe2-46f3-b4f2-415f55eb6210
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80610 ms
Total Talk Time (AGENT): 33390 ms
Total Talk Time (CUSTOMER): 35760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/feba0289-cfe2-46f3-b4f2-415f55eb6210_20250618T12:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm just calling to confirm eligibility.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] 2608776
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] And um I have one more. Do you wanna look at look at the first one first, or can you take both?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead with the other one.
[CUSTOMER][NEUTRAL] It is 01735266.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So [PII] is active. Effective date on here is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for [PII], he is active as well. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] And then the mailing address is [PII] for both.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.