AccountId: 011433970860
ContactId: 74ccab2c-0af0-4f4f-9948-33b50f136d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58389 ms
Total Talk Time (AGENT): 30018 ms
Total Talk Time (CUSTOMER): 20220 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/74ccab2c-0af0-4f4f-9948-33b50f136d6f_20250204T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Henry Ford McComb Hospital checking eligibility, please.
[AGENT][NEUTRAL] All right, [PII], what is the patient's policy number?
[CUSTOMER][NEUTRAL] 945121
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. The effective date on here is [PII]. Uh, we're the secondary insurance joints, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, I appreciate your help thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Bye bye now.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I'll be right there.