AccountId: 011433970860
ContactId: 55735743-11b3-4d1f-98ac-324d8f4d2e4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139410 ms
Total Talk Time (AGENT): 57984 ms
Total Talk Time (CUSTOMER): 70191 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/55735743-11b3-4d1f-98ac-324d8f4d2e4c_20250312T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Oshner, um, Driftwood Clinic in [PII], and I just needed to verify eligibility for a patient with an outpatient visit.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] Yes ma'am, I can help you with eligibility of a patient, Ms. [PII], can I please get your.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] That number you're so welcome.
[AGENT][NEUTRAL] May I get your callback number just in case the call?
[CUSTOMER][NEUTRAL] Did you say NPI or tax ID? Oh, call back call back is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, did you get [PII]?
[AGENT][POSITIVE] OK, thank you, Miss [PII]. I appreciate you giving me that information. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, her name is [PII]. Last name [PII] Her date of birth is [PII] and her policy number is 01912987.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] OK, and um I think that's all I really need to know just that she's active and is there a reference number?
[AGENT][POSITIVE] Yes, you can use my.
[CUSTOMER][NEUTRAL] To the that
[AGENT][NEUTRAL] Yes ma'am, you can use my name.
[CUSTOMER][NEUTRAL] I'm sorry, I'm listening, OK.
[AGENT][NEUTRAL] That's OK
[AGENT][NEGATIVE] I talk too fast sometimes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And you my name and today's date.
[CUSTOMER][POSITIVE] In today's date all right I appreciate it thank you so much have a good afternoon.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you so much for calling APL. I hope you have a wonderful afternoon also.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.