AccountId: 011433970860
ContactId: 55415e2d-5f73-4cc3-828a-8f2c072d7c9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76000 ms
Total Talk Time (AGENT): 39080 ms
Total Talk Time (CUSTOMER): 35071 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/55415e2d-5f73-4cc3-828a-8f2c072d7c9f_20250107T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from Medical University Hospital Authority. Can you help me to verify eligibility on a patient?
[AGENT][NEUTRAL] Oh yeah, I can check eligibility for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, 023893887.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you thank you [PII], is there a reference number for this call?
[AGENT][NEUTRAL] I, yeah, it would just be my first name, last initial [PII] date. Is my name is spelled [PII] Uh was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is it. Thank you, [PII]. Have a good day.
[AGENT][POSITIVE] Yeah, of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.