AccountId: 011433970860
ContactId: 4215e28a-691a-4288-9eb4-63422fc78f63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122550 ms
Total Talk Time (AGENT): 39991 ms
Total Talk Time (CUSTOMER): 49142 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4215e28a-691a-4288-9eb4-63422fc78f63_20250313T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling regarding a patient to check his eligibility for an upcoming appointment.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your name, call back number and facility name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Last initial is [PII] I'm with Altru Health System and a good phone number is [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] The patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII]. Last name, I'll spell it for you. It's [PII] Birthday is [PII].
[CUSTOMER][NEUTRAL] And then policy number is 02520562.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapse date is [PII].
[CUSTOMER][POSITIVE] 29 or 24. OK, thank you so much for checking.
[AGENT][POSITIVE] You're very welcome is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Nope, that should be it thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.