AccountId: 011433970860
ContactId: 67583824-14c5-4e34-a552-8a6403f3d397
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62189 ms
Total Talk Time (AGENT): 28029 ms
Total Talk Time (CUSTOMER): 24870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/67583824-14c5-4e34-a552-8a6403f3d397_20250321T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptisms Memorial Hospital [PII].
[CUSTOMER][NEUTRAL] I need to get an effective date on a patient please.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check the effective date. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 982-512
[AGENT][NEUTRAL] OK, let me pull this up and then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So, the effective date for [PII] is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Anything else, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much.
[AGENT][POSITIVE] My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] You also.
[AGENT][NEUTRAL] Um, bye-bye.