AccountId: 011433970860
ContactId: 3337ff49-2c51-44b0-aaa0-7800c5067deb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90800 ms
Total Talk Time (AGENT): 34206 ms
Total Talk Time (CUSTOMER): 38775 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/3337ff49-2c51-44b0-aaa0-7800c5067deb_20250313T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to, my name is [PII]. I'm calling from the Saint Vincent Primary Care Center. I need to verify the eligibility of a mutual patient.
[AGENT][NEUTRAL] Sure, I could check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a let me go back up.
[CUSTOMER][NEUTRAL] Number 8, 1701089.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Also trying to make sure it's on the card and it didn't enter it wrong.
[AGENT][NEUTRAL] That appears to be correct. Um, what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that friend. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][POSITIVE] Nope, that is all thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.