AccountId: 011433970860
ContactId: 5e281c53-7788-40ef-931e-00cfe767833c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57659 ms
Total Talk Time (AGENT): 24196 ms
Total Talk Time (CUSTOMER): 29702 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/5e281c53-7788-40ef-931e-00cfe767833c_20250102T14:39_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[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][POSITIVE] I'd love to help you with some eligibility today. Do you have that policy number handy?
[CUSTOMER][NEUTRAL] I do. It is 02521722.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um [PII] and [PII].
[AGENT][POSITIVE] Wonderful. Thank you. Your patient is current and active. They have an effective date of [PII].
[CUSTOMER][NEUTRAL] Perfect. [PII], is there um reference number for this call?
[AGENT][NEUTRAL] Um, yeah, it's just my name [PII], first initial, last name, uh [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you [PII] have a good day.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.