AccountId: 011433970860
ContactId: 46c4dd39-09f4-434d-9a57-b72bd86ed731
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86709 ms
Total Talk Time (AGENT): 34607 ms
Total Talk Time (CUSTOMER): 34959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/46c4dd39-09f4-434d-9a57-b72bd86ed731_20250219T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. Uh, my name is [PII]. I'm calling from Mercy Clinic Springfield Communities, but I just needed to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Can I please get your callback number, sir?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth and policy number please?
[CUSTOMER][NEUTRAL] Uh, so it would be for [PII] and then date of birth is [PII], and the policy number should be 02455097.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active seat and her effective date is [PII].
[CUSTOMER][POSITIVE] [PII] perfect yeah thank you that's really everything I needed uh is there a call reference number I should list?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Got it, yeah, thank you very much for the help.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good day. Thanks so much for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye sir.