AccountId: 011433970860
ContactId: 1653bd1e-b4eb-4891-9ac0-a52bf13659f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127040 ms
Total Talk Time (AGENT): 43513 ms
Total Talk Time (CUSTOMER): 49349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1653bd1e-b4eb-4891-9ac0-a52bf13659f3_20250109T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Homestead Hospital. I am calling to get patient eligibility to see if patient is active with you guys.
[AGENT][NEUTRAL] OK, sorry, I can help you with eligibility. Can you please give me your call back number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII], and I'm sorry, [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And then what is [PII] uh policy number please ma'am?
[CUSTOMER][NEUTRAL] You said phone number or policy number?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Um, 02046823 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thank you. Can I have a call reference number? That'll be all for me today.
[AGENT][POSITIVE] Yes ma'am, you can use my name it's today's date.
[CUSTOMER][NEUTRAL] OK, and can I have your first initial to your last name?
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][POSITIVE] OK. Thank you very much and I'll be all. Have a great one.
[AGENT][POSITIVE] OK, you too, sorry, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.