AccountId: 011433970860
ContactId: 483a8463-7d1a-42ad-ae4a-6d6c29bd2e81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78220 ms
Total Talk Time (AGENT): 27476 ms
Total Talk Time (CUSTOMER): 26439 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/483a8463-7d1a-42ad-ae4a-6d6c29bd2e81_20250325T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Leha Valley Hospital. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK [PII], I can help you with the eligibility. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 02463192.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you need benefits too or just eligibility?
[CUSTOMER][NEUTRAL] Oh no, just eligibility.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy. She is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, and she's still active. OK, and can I get a reference number?
[AGENT][NEUTRAL] That'll just be my first name, last initial [PII], and then D as in dog, and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL you too.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye