AccountId: 011433970860
ContactId: 68cb5613-d910-4c9d-9e20-aad7dcf8ad54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87349 ms
Total Talk Time (AGENT): 31990 ms
Total Talk Time (CUSTOMER): 29827 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/68cb5613-d910-4c9d-9e20-aad7dcf8ad54_20250113T16:49_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Owensboro Health, and I just need to verify eligibility on the patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. And may I have the spelling of your name, [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Thank you and [PII] in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it is 02571399.
[AGENT][NEUTRAL] Thank you, and it was 02571399?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And it's [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I show this policy is currently active. It's a limited hospital indemnity plan. I show the effective date is [PII].
[CUSTOMER][POSITIVE] All right. Well, that is all I needed.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, bye.