AccountId: 011433970860
ContactId: 281bffab-7237-41f8-8f50-12f32a9312a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106599 ms
Total Talk Time (AGENT): 48256 ms
Total Talk Time (CUSTOMER): 39634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/281bffab-7237-41f8-8f50-12f32a9312a3_20250522T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] with Creek Nation Hospital and Clinics. I am trying to get um eligibility dates for a uh patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. What is your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII]. Policy number 01823419.
[AGENT][NEUTRAL] OK. Let me look up her policy real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. Um, the policy was effective from [PII] and terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there are no active policies on file at this time for her.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] All right, thank you very much I appreciate your help man you have a good day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Yes ma'am thank you very much I appreciate it.
[AGENT][POSITIVE] Uh, well, you have a good Memorial Day weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.