AccountId: 011433970860
ContactId: 4e44f7b0-5437-47b1-87de-1bbf13e9001c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98699 ms
Total Talk Time (AGENT): 46110 ms
Total Talk Time (CUSTOMER): 44238 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4e44f7b0-5437-47b1-87de-1bbf13e9001c_20250228T16:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm with Community Medical Clinic in [PII], and I am needing to get eligibility on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, it's OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 00998399.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[AGENT][NEUTRAL] All right. And you say you need eligibility, um.
[AGENT][NEUTRAL] Very.
[AGENT][NEUTRAL] It looks like it's showing active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And then do you guys have a um a reference number or anything you give out?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, that works for me. All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Nope, you have done wonderful thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day. Bye bye. Thank you.
[CUSTOMER][POSITIVE] You too you too bye.