AccountId: 011433970860
ContactId: 5bf9e4ca-4a21-4567-8189-99b42a47417e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75940 ms
Total Talk Time (AGENT): 31822 ms
Total Talk Time (CUSTOMER): 28954 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/5bf9e4ca-4a21-4567-8189-99b42a47417e_20250117T15:51_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm trying to get eligibility on the patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII] with CHI Health.
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02344794
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show with this policy, um, it termed on [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] And perfect, is there a reference number for me?
[AGENT][NEUTRAL] OK, reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am. That is all I need. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye