AccountId: 011433970860
ContactId: 4a13adaf-954d-42a8-9a96-740da5c89e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106300 ms
Total Talk Time (AGENT): 53702 ms
Total Talk Time (CUSTOMER): 38661 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/4a13adaf-954d-42a8-9a96-740da5c89e84_20250110T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I am calling from uh Piedmont Healthcare. And I'm just calling to check a patient's eligibility.
[AGENT][POSITIVE] [PII], it would be a pleasure to check to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 38023.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility information, [PII].
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That should be it. And is there a reference number to go along with this call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Enjoy the rest of your day.
[AGENT][POSITIVE] It has been such a pleasure. Thank you, [PII]. It's been a pleasure to help you with that eligibility. I hope you enjoy your day as well and have a happy weekend. Stay warm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Mhm. Thank you, same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Mhm. Alrighty, buddy.