AccountId: 011433970860
ContactId: 05423709-f06b-4068-a23f-a1d56eae3a7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106169 ms
Total Talk Time (AGENT): 52775 ms
Total Talk Time (CUSTOMER): 31030 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/05423709-f06b-4068-a23f-a1d56eae3a7e_20250114T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Pediatric Associates. Can you help me with the patient's eligibility, please?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. What is the patient's policy number? Do you have that?
[CUSTOMER][NEUTRAL] OK. I have 02455015.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, that would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That would be [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So patient does have an active plan. Effective date is [PII]. It is a different policy number. Do you need that number, [PII]?
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] So that policy number is 02586068.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And can I also have a reference number for this call, please, sir?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial in today's date. My name again is [PII] spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] You, you have an excellent day.
[AGENT][NEUTRAL] You too. Bye bye.