AccountId: 011433970860
ContactId: 444eea2e-dd32-4332-951b-c8a1da437ca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111639 ms
Total Talk Time (AGENT): 53040 ms
Total Talk Time (CUSTOMER): 48643 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/444eea2e-dd32-4332-951b-c8a1da437ca7_20250616T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify a patient's eligibility for the urgent care.
[AGENT][POSITIVE] OK, sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah my name's [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02584586.
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] NWA.
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][NEUTRAL] Thank you. And do you just need eligibility or do you also need benefits?
[CUSTOMER][NEUTRAL] Um, eligibility please.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[CUSTOMER][POSITIVE] No [PII]. Alright, thank you so much you have a uh reference number I can take from you?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, yeah, your name please, thank you.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a good day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling