AccountId: 011433970860
ContactId: 1fd5fb3e-e39c-48bb-b223-22789f70db4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75139 ms
Total Talk Time (AGENT): 37085 ms
Total Talk Time (CUSTOMER): 34799 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/1fd5fb3e-e39c-48bb-b223-22789f70db4c_20241231T13:34_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling with Lancaster General Health uh Pen medicine. I'm calling to see if a patient is still active on the plan.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. Do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Policy number is 02552584.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And uh it would be my pleasure to help you with eligibility for [PII]. I'm showing that her policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's everything.
[AGENT][POSITIVE] Well, it's been a pleasure to help you with that eligibility, but uh, thank you for calling APL and a very [PII] to you.
[CUSTOMER][POSITIVE] Thank you, [PII]. You too. Mm bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye, [PII].