AccountId: 011433970860
ContactId: 24d69cde-27cd-4d93-b36a-19eae19fe0ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96290 ms
Total Talk Time (AGENT): 40058 ms
Total Talk Time (CUSTOMER): 30781 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/24d69cde-27cd-4d93-b36a-19eae19fe0ef_20250108T23:07_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, it's [PII] calling from Outreach Community Health Centers checking eligibility.
[AGENT][POSITIVE] Yeah, I'd love to help you with some eligibility today and let me get my page pulled up. I'm sorry.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And do you mind if I grab a good callback number for you real quick?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and the member's policy number?
[CUSTOMER][NEUTRAL] 02456545
[AGENT][POSITIVE] Thank you, and give me a moment to get that pulled up for you, my friend.
[AGENT][NEUTRAL] All righty. And can you do me a favor and verify your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, and let me take.
[AGENT][NEUTRAL] OK, perfect. I do see him here. Unfortunately, it looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess he didn't know his visit was for.
[CUSTOMER][POSITIVE] 44 OK alrighty.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hey, my pleasure, Ms. [PII]. Thanks for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] You as well thanks.
[AGENT][POSITIVE] Thanks bye bye.