AccountId: 011433970860
ContactId: 5554f9e8-2609-4da1-bd56-838f2a5a6b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85199 ms
Total Talk Time (AGENT): 20463 ms
Total Talk Time (CUSTOMER): 53362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/5554f9e8-2609-4da1-bd56-838f2a5a6b84_20250620T15:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Homestay Hospital. I just need to verify if my patient is active with the insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] OK, thank you, email, and do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 0 I'm sorry 01611737 M as in Mary, L as in Larry and 7.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name and date of birth, hold on one second, is [PII] and date of birth is [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh yes, I sure this policy is active and effective [PII].
[CUSTOMER][POSITIVE] 101 2018. Perfect, thank you so much for your help.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh, you want to see.
[CUSTOMER][POSITIVE] Uh, no, that would be all just to verify if it's, it's still active. Thank you. Have a great day.
[AGENT][POSITIVE] Hi thanks for calling you too bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.