AccountId: 011433970860
ContactId: 0b89a383-1444-42a0-aa9b-89b278f83ae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117360 ms
Total Talk Time (AGENT): 37115 ms
Total Talk Time (CUSTOMER): 56635 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/0b89a383-1444-42a0-aa9b-89b278f83ae8_20250312T16:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, Ms. [PII]. I'm trying to get eligibility for a patient, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII] with Schriners Hospital for Children.
[AGENT][NEUTRAL] And do you have a callback number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am. Policy number I have is 01661549.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Oh shoot, hold on, my system just kicked. OK, here it is. No, I'm sorry. The patient's name is [PII] I'm sorry. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Just I need an effective date and then a reference number and that will do me.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And we do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, [PII], perfect, thank you so much, Ms. [PII]. I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.