AccountId: 011433970860
ContactId: 33061711-d898-4474-898d-dee06d665ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70639 ms
Total Talk Time (AGENT): 17229 ms
Total Talk Time (CUSTOMER): 33607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/33061711-d898-4474-898d-dee06d665ff0_20250502T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Homestead Hospital Emergency room registration. I need to verify a member's eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It is oops sorry.
[CUSTOMER][NEUTRAL] Oh great, thought I was ready. OK, 2556435.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEGATIVE] It is [PII], [PII]. [PII], no, no, no, that's wrong.
[CUSTOMER][NEUTRAL] 22861.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That was her husband's birthday, sorry.
[AGENT][NEUTRAL] OK, it looks like the policy is effective [PII]. It is currently active.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK bye you too.