AccountId: 011433970860
ContactId: 695e8560-800f-4218-adc8-def80576249a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109690 ms
Total Talk Time (AGENT): 44244 ms
Total Talk Time (CUSTOMER): 45587 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/695e8560-800f-4218-adc8-def80576249a_20250109T15:57_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling EPL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Montsana Medical Center, a hospital, and I'm trying to verify the effective date for a policy for a um a patient here at the hospital.
[AGENT][NEUTRAL] Yeah, I'd love to help you with eligibility today and get that effective date for you, but would you mind just repeating for me your name, please? I'm sorry I missed it.
[CUSTOMER][NEUTRAL] No worries, it's [PII]
[AGENT][POSITIVE] Thank you so much and what's a great callback number for you sir?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, I appreciate that and your member's policy number?
[CUSTOMER][NEUTRAL] certificate number is 971103.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, give me just a moment.
[AGENT][POSITIVE] Awesome. I appreciate your patience and can I have your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII]. Date of birth uh [PII].
[AGENT][POSITIVE] Wonderful, thank you so much. I do see your patient here it looks like she is current and active and she has an effective date of.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And is there anything else for eligibility you need today sir?
[CUSTOMER][POSITIVE] Thanks so much.
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] Hey my pleasure, thanks for calling APL you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.