AccountId: 011433970860
ContactId: 72d8e438-3e7b-40d2-bd14-186fdbe658c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96959 ms
Total Talk Time (AGENT): 45059 ms
Total Talk Time (CUSTOMER): 42571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/72d8e438-3e7b-40d2-bd14-186fdbe658c3_20250529T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm just want to uh verify eligibility for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and I'm calling from Upstate Endoscopy.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, name is [PII] [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] And his um policy number is 02337796.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] I just want to see if he's still active with it.
[AGENT][NEUTRAL] Yes ma'am, um, I'm looking at the policy and the policy did, uh, terminate on [PII]. I'm checking though to see. No, ma'am, he does not have any active policies with us at this time.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK, that's what I want to verify. Thank you very much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. I hope you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][POSITIVE] You're you're welcome. OK thanks bye.
[AGENT][NEUTRAL] Mm bye-bye.