AccountId: 011433970860
ContactId: 4c9acdb6-6ec6-44fd-8d54-e157dd52558b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92569 ms
Total Talk Time (AGENT): 29429 ms
Total Talk Time (CUSTOMER): 39654 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4c9acdb6-6ec6-44fd-8d54-e157dd52558b_20250408T20:37_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], my name is [PII], and I'm calling from Piedmont Healthcare, and I was just calling to check eligibility for a patient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Um, can I get a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, that number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, that policy number is 02438023.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said claim status, is that correct?
[CUSTOMER][NEUTRAL] Uh, just, um, eligibility.
[AGENT][NEUTRAL] Oh, eligibility, I'm sorry. Um, OK, it looks like he is effective [PII]. Policy is active.
[CUSTOMER][NEUTRAL] OK, so he is still active.
[CUSTOMER][NEUTRAL] All right. And is there a good reference number for this call?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII].
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] Uh huh thank you. All right, bye.