AccountId: 011433970860
ContactId: 4b1c9814-f0c4-4a3a-a301-0a59b4ff5be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68319 ms
Total Talk Time (AGENT): 29959 ms
Total Talk Time (CUSTOMER): 24117 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/2025/01/28/4b1c9814-f0c4-4a3a-a301-0a59b4ff5be0_20250128T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Swedish American Hospital calling to get eligibility on the patient.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] 02350217
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII], and we're just checking effective date of and if the policy is active.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And it looks like this policy is active at this time. And did you have any other questions?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Mm. You too. Bye-bye.