AccountId: 011433970860
ContactId: 5d0874f0-132e-4dcc-b6dc-f49eb2fdb70c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76860 ms
Total Talk Time (AGENT): 32420 ms
Total Talk Time (CUSTOMER): 27340 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5d0874f0-132e-4dcc-b6dc-f49eb2fdb70c_20250214T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the billing office of Saint Luke's Hospital. I was calling to verify eligibility.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 02463461.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right. And you're just checking eligibility dates?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I have that information for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And I show the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome [PII]. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.