AccountId: 011433970860
ContactId: 039aa68f-5bc1-43de-916c-8000b3f4ab57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105989 ms
Total Talk Time (AGENT): 28472 ms
Total Talk Time (CUSTOMER): 45598 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/039aa68f-5bc1-43de-916c-8000b3f4ab57_20250423T16:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII] here at South Regional Healthcare. I'm just trying to verify um if this patient's um insurance is eligible.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do you need it now?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's 02565038.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Birthday [PII].
[CUSTOMER][NEUTRAL] Well, the patient's name is [PII], but the um employee's name, which is his dad is [PII].
[AGENT][NEUTRAL] OK, um, OK, so you have.
[CUSTOMER][NEUTRAL] I don't have [PII]'s birthday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you needed
[CUSTOMER][NEUTRAL] Sorry, I just realized that when I was looking at it.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] And you needed benefits or eligibility or both?
[CUSTOMER][NEUTRAL] Um, just eligibility.
[AGENT][NEUTRAL] Uh, so the policy is effective [PII], and it's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said your name was [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.