AccountId: 011433970860
ContactId: 3efd83ce-2033-4ee7-957e-b96db16a71ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81699 ms
Total Talk Time (AGENT): 29640 ms
Total Talk Time (CUSTOMER): 31069 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3efd83ce-2033-4ee7-957e-b96db16a71ec_20250512T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the University of Mississippi Medical Center, and I'm calling trying to get, uh, coverage, fabricational coverage for one of you all.
[AGENT][POSITIVE] OK, I'm happy to check on benefits, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] The policy number is 02570017.
[AGENT][POSITIVE] All right, thank you. Let me pull that up.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. So patient is active. Uh, effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Was there anything else that I could help with?
[CUSTOMER][POSITIVE] That'll be all. Thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.