AccountId: 011433970860
ContactId: 104b9a0d-0a6b-4faa-a118-aa04e9b41f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106050 ms
Total Talk Time (AGENT): 44760 ms
Total Talk Time (CUSTOMER): 43558 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/104b9a0d-0a6b-4faa-a118-aa04e9b41f79_20250206T23:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon or good evening. I'm calling from Northwest Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility on a patient. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms [PII]. And then what is the um patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] It is 01994363 M as in Mary, L as in Linda, 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII] does have an active policy with us, and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, perfect. Thank you very much. And what is your name?
[AGENT][NEUTRAL] You're welcome. My name is [PII]
[CUSTOMER][NEUTRAL] And first and your last name, [PII]?
[AGENT][NEUTRAL] Is A
[CUSTOMER][NEUTRAL] A as in apple. And do you provide call reference numbers or just your name?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][POSITIVE] All right, [PII], I appreciate your help and your time. Thank you very much.
[AGENT][POSITIVE] You're very welcome. You have a good rest of your night and thanks for calling APL. Bye-bye, ma'am. You too.
[CUSTOMER][POSITIVE] You too, ma'am. Take care now. OK, bye-bye.