AccountId: 011433970860
ContactId: 4fa673b9-783c-4991-b506-70fb9e2a1869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119739 ms
Total Talk Time (AGENT): 44137 ms
Total Talk Time (CUSTOMER): 45224 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/4fa673b9-783c-4991-b506-70fb9e2a1869_20250403T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and did you say [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII] OK [PII], I'm calling for eligibility for patient please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then what is the name of the facility you're calling? Oh, sorry.
[CUSTOMER][NEUTRAL] Extension.
[CUSTOMER][NEUTRAL] My extension over here.
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] 26573.
[AGENT][POSITIVE] Thank you I appreciate that and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is the Gibbs Cancer Center and we're under Sparmburg Regional.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Or Sarber
[CUSTOMER][NEUTRAL] Memorial, I don't know what they call it anymore.
[AGENT][NEUTRAL] OK, that's fine. What's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy is 02545423.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I've got Miss [PII] pulled up now. I do show that she has an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, OK, thank you, that's what I needed [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye bye ma'am.