AccountId: 011433970860
ContactId: 44a044f8-c8c5-4682-895d-198f7123461c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111440 ms
Total Talk Time (AGENT): 48854 ms
Total Talk Time (CUSTOMER): 37277 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/44a044f8-c8c5-4682-895d-198f7123461c_20250408T20:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good evening. I was calling because I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility can I please get your.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch that.
[AGENT][NEUTRAL] Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] initial S. Call back is [PII].
[AGENT][NEUTRAL] OK thank you Miss [PII] and what is the name of the facility you're calling?
[CUSTOMER][NEUTRAL] Doctor's Hospital.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Policy number is 02486609ML7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an policy. Her effective date of the policy is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Perfect and then are you able to provide a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] OK, you have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye.