AccountId: 011433970860
ContactId: 4e14cbea-923d-4bda-8eaa-8ee951aa327e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69190 ms
Total Talk Time (AGENT): 29741 ms
Total Talk Time (CUSTOMER): 25999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/4e14cbea-923d-4bda-8eaa-8ee951aa327e_20250115T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, I just need to check eligibility on um my patients um insurance please.
[AGENT][NEUTRAL] OK, I can help you. What's your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have 223-0085.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thanks for that information and we're just checking his effective date.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And I'm showing that the policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][NEUTRAL] Bye bye.