AccountId: 011433970860
ContactId: 67331977-ba79-4027-8c87-a2151cce228c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82930 ms
Total Talk Time (AGENT): 32549 ms
Total Talk Time (CUSTOMER): 29629 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/67331977-ba79-4027-8c87-a2151cce228c_20250610T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Saint Tammany Parish Hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was calling to get eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02583067.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] Oh, thank you so much for calling APL Ms. [PII]. Have a great rest of your day. Sorry.
[CUSTOMER][POSITIVE] No problem you too thank you you're good alright bye bye.
[AGENT][NEUTRAL] That