AccountId: 011433970860
ContactId: 1a3cad30-de82-468c-aa0c-98b02847174a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134940 ms
Total Talk Time (AGENT): 31761 ms
Total Talk Time (CUSTOMER): 66130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1a3cad30-de82-468c-aa0c-98b02847174a_20250609T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling from doctors, uh, provider's office from Canadian Valley Hospital.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] Hello. I just, I just wanted to uh verify or to check if the patient, uh, if the patient plan is still active. I do have the member ID here.
[AGENT][NEUTRAL] OK, I can help you with eligibility. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, yes, miss. I do have, um, here is my phone number, direct phone number.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 112.
[CUSTOMER][NEUTRAL] 911
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] um [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] 111
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, so, so it's still active right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright perfect um how do you spell your first name for documentation?
[AGENT][NEUTRAL] That's [PII], it's [PII]
[CUSTOMER][NEUTRAL] Thank you. And is there any reference um reference number that you can provide to me for this call?
[AGENT][NEUTRAL] Uh it's just my name, [PII] and today's date. And anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you so much for the help. Have a great day.
[AGENT][POSITIVE] Thank you for calling A