AccountId: 011433970860
ContactId: 1b208bcc-1929-4592-8807-16f514534e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130869 ms
Total Talk Time (AGENT): 59819 ms
Total Talk Time (CUSTOMER): 34012 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1b208bcc-1929-4592-8807-16f514534e54_20250205T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to notify you of inpatient admission.
[AGENT][NEUTRAL] OK, um, can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII] option one.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Pickington Methodist Hospital.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[AGENT][NEUTRAL] OK. And then what's the patient's um date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] D as in dog 476-864-69.
[AGENT][NEUTRAL] OK, I'm going to need to transfer you on over now to IMA so that you can um notify them that the patient is going inpatient to the hospital. It'll be a brief hold while I transfer you. I'm also gonna give you that phone number just in case the call gets dropped while I'm trying to transfer you over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and then you would choose option one.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you so much for calling, Ms. [PII]. I hope you have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling 90s.