AccountId: 011433970860
ContactId: 009c7eb7-bf32-4895-8267-35dff4a6d2d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92769 ms
Total Talk Time (AGENT): 52357 ms
Total Talk Time (CUSTOMER): 37643 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/009c7eb7-bf32-4895-8267-35dff4a6d2d4_20241230T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][POSITIVE] It would be my pleasure to assist you [PII]. What is a good call back number?
[CUSTOMER][NEUTRAL] [PII]. Direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01457153.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright thank you and you're needing.
[AGENT][NEUTRAL] Eligibility, is that correct? Or claims that, OK.
[CUSTOMER][POSITIVE] Yes, yes, yes, just effective date, please.
[AGENT][NEUTRAL] All right, I can help you with that. [PII], I'm showing that [PII]'s policy is active. Effective date is [PII], and this is a secondary policy to her primary coverage. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you so much. Is it any call reference number?
[AGENT][NEUTRAL] The call reference number would be my name and today's date. I spell my name [PII]. Anything else?
[CUSTOMER][POSITIVE] Thank you so much, thank you.
[AGENT][POSITIVE] And thank you, [PII] for calling APL. I hope you have a great day and happy New [PII].
[CUSTOMER][POSITIVE] Same to you. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.