AccountId: 011433970860
ContactId: 0898dc1d-6317-4b8a-92f0-89fb99835934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120529 ms
Total Talk Time (AGENT): 42303 ms
Total Talk Time (CUSTOMER): 43732 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0898dc1d-6317-4b8a-92f0-89fb99835934_20250605T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How can I help?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good morning, [PII]. Good morning, [PII]. This is [PII] calling from Medical University Hospital. Can you help to verify eligibility on a patient?
[AGENT][NEUTRAL] I sure can, [PII]. May I please have your call back number please before we get started?
[CUSTOMER][NEUTRAL] You said contact?
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] It is 02594757.
[AGENT][NEUTRAL] I'm sorry, can you repeat the policy number?
[CUSTOMER][NEUTRAL] 02594757
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much for that, [PII] and again you're calling to verify eligibility. I can assist you with that. This number shows effective as of.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] and this policy shows active.
[CUSTOMER][POSITIVE] Perfect. Is there a reference number, [PII]?
[AGENT][NEUTRAL] No, we can, excuse me, you can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much. I hope you have a good day.
[AGENT][POSITIVE] You as well thank you for calling APL and take care.
[CUSTOMER][NEUTRAL] Bye bye.