AccountId: 011433970860
ContactId: 3c67fbc6-50b9-40fa-8200-c9cd87f2a598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83510 ms
Total Talk Time (AGENT): 30730 ms
Total Talk Time (CUSTOMER): 36170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3c67fbc6-50b9-40fa-8200-c9cd87f2a598_20250226T15:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I am currently trying to confirm a patient's eligibility benefits.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII] with Midlands Orthopedics and neurosurgery.
[AGENT][POSITIVE] OK, thank you so much. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII]. Member ID is 02569253.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] You're you're very welcome [PII]. I hope you have a good rest of your week and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you as well.