AccountId: 011433970860
ContactId: 0cfeb889-a85f-47e0-9ba3-e97c93553c60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192919 ms
Total Talk Time (AGENT): 58905 ms
Total Talk Time (CUSTOMER): 42559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/0cfeb889-a85f-47e0-9ba3-e97c93553c60_20250417T17:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL is.
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling.
[CUSTOMER][NEUTRAL] On behalf of Paris Regional Medical Center, I'm trying to verify a patient eligibility for this data service.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] That number is 01985978.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and it looks like this policy is no longer active.
[AGENT][NEUTRAL] As of [PII].
[AGENT][NEUTRAL] Let me see if the patient has any more policies with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So her policy.
[AGENT][NEUTRAL] Oh, effective date was [PII].
[AGENT][NEUTRAL] And she does not have any other policies that are active.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] So it term [PII]. OK, [PII], can I get the first initial of your last name?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. It is [PII]
[CUSTOMER][NEUTRAL] And a call reference number please?
[AGENT][NEUTRAL] Yes. So it's my first name, which is [PII]
[AGENT][NEUTRAL] Last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] OK alright thank you and you have a good day.
[AGENT][POSITIVE] Yeah, thank you. Is there anything else I can help you with while I have you on the line?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, that's it. That was the only patient I had.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.