AccountId: 011433970860
ContactId: 4eb7df2c-995f-4747-9c74-6f1f2d3cb9ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105180 ms
Total Talk Time (AGENT): 42311 ms
Total Talk Time (CUSTOMER): 64172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4eb7df2c-995f-4747-9c74-6f1f2d3cb9ac_20250604T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Mayo Hospital, and I was just trying to get some eligibility for a patient.
[AGENT][NEUTRAL] OK, yes, sir. I can verify eligibility for you.
[AGENT][NEUTRAL] And Mr. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number they have on here is 02576848.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] I have Mr. let me see, it's [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it. Is there any kind of like a reference number that I could put on here or?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, what was your first name again? I'm sorry.
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK and you and you said today's date, right? Thank you so much and you have a wonderful day, OK?
[AGENT][NEUTRAL] Uh yes sir.
[AGENT][POSITIVE] Alright you too and thank you for calling APL bye.
[CUSTOMER][NEUTRAL] I just started
[CUSTOMER][POSITIVE] Thank you bye bye.