AccountId: 011433970860
ContactId: 7038d637-f56c-4254-8c41-4bf06a0111b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93529 ms
Total Talk Time (AGENT): 30448 ms
Total Talk Time (CUSTOMER): 21017 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7038d637-f56c-4254-8c41-4bf06a0111b1_20250421T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] this is [PII] with Birmingham Heart Clinic. Um, I just need to check eligibility on a member, please.
[AGENT][NEUTRAL] Of course. Do you have the policy number?
[CUSTOMER][NEUTRAL] 111
[CUSTOMER][NEUTRAL] 682 4.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK [PII], and what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the policy is active.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And that's all.
[AGENT][POSITIVE] All right. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Mhm. OK, bye.
[CUSTOMER][NEUTRAL] You too bye bye.