AccountId: 011433970860
ContactId: 252b92f0-7761-4809-869e-f82ec276475d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98339 ms
Total Talk Time (AGENT): 26977 ms
Total Talk Time (CUSTOMER): 49411 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/252b92f0-7761-4809-869e-f82ec276475d_20250519T22:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Native Children's Outpatient center today, and I'm calling because we have a patient here today with this gap insurance, so I just need to, um, verify the eligibility for today's date of service.
[AGENT][NEUTRAL] OK, I can help you with eligibility, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] My name is [PII], last name initial [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the a good callback number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] The policy number is 02336099M as in MaryL8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] It looks like this policy is active and effective, [PII].
[CUSTOMER][NEUTRAL] OK, so starting this month, per oh, starting this month, 2 years ago. OK, perfect. And is there a reference number for this call?
[AGENT][NEUTRAL] It was effective [PII].
[CUSTOMER][NEUTRAL] OK perfect and yes is there a reference number?
[AGENT][NEUTRAL] Uh, just my name, [PII], uh, first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII] have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.