AccountId: 011433970860
ContactId: 6919564b-cacf-4877-8a29-e677eb5612be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93459 ms
Total Talk Time (AGENT): 45739 ms
Total Talk Time (CUSTOMER): 34938 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/6919564b-cacf-4877-8a29-e677eb5612be_20250220T22:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I'm calling from Mercy Clinic Springfield Communities, but I just needed to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, no, [PII].
[AGENT][NEUTRAL] [PII], OK, sorry, um, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you, you're OK.
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, policy number is 02588322.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] Perfect yeah thank you that's really everything I need. Uh, is there a call reference number I should list?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Got it, uh, no, that is everything thank you very much for the help.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.