AccountId: 011433970860
ContactId: 526dce7c-679c-4cc2-a19f-72cc11c13e8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77709 ms
Total Talk Time (AGENT): 33327 ms
Total Talk Time (CUSTOMER): 33477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/526dce7c-679c-4cc2-a19f-72cc11c13e8b_20250325T13:07_UTC.wav
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[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Medical University Hospital to verify patient's eligibility.
[AGENT][POSITIVE] Sure [PII], I can assist you. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Call back at [PII]. Policy number is 02446547.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth for me. [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify eligibility. This policy has been active since [PII] and it's currently active. What is your place of service inpatient, outpatient, office visit?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I just needed eligibility.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Can I get your name again?
[AGENT][NEUTRAL] [PII], and today's date is a reference.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.