AccountId: 011433970860
ContactId: 1ecd788a-b73c-470c-a192-f8ba4903bcf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84629 ms
Total Talk Time (AGENT): 41029 ms
Total Talk Time (CUSTOMER): 24760 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1ecd788a-b73c-470c-a192-f8ba4903bcf1_20250319T20:32_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Owensboro Health, and I just need to verify eligibility on a patient.
[AGENT][NEUTRAL] All right, I can help you with that eligibility, [PII]. What's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 02571399.
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Took a [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with that eligibility for both.
[AGENT][NEUTRAL] I'm showing that his policy.
[AGENT][NEUTRAL] Actually termed on 12-2224. I'm checking to see if he has active coverage.
[AGENT][NEUTRAL] And he does not since 1222, 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, nope, that is all.
[AGENT][POSITIVE] It's been a pleasure to help you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.