AccountId: 011433970860
ContactId: 4fd98a86-a8d0-42a2-999a-9c8d28a11119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108680 ms
Total Talk Time (AGENT): 35917 ms
Total Talk Time (CUSTOMER): 53503 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4fd98a86-a8d0-42a2-999a-9c8d28a11119_20250623T19:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII], and I'm from Saint Francis Medical Center. I'm calling to verify eligibility of our patient is selected member. Can you help me?
[AGENT][NEUTRAL] Sure, I can verify eligibility for you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. 02595739.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Got it thank you. And is there any group number or a group plan?
[AGENT][NEUTRAL] Uh, group number is 18735.
[CUSTOMER][POSITIVE] 1837 thank you very much and I think that will be all today. Do you have a reference number for me?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah, can you please provide your full name and last name initial?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Thank you. Got it. Thank you very much, uh, [PII]. And you have a great day. Goodbye.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mm. Goodbye.