AccountId: 011433970860
ContactId: 7c28d8e1-7ae0-42f0-b229-9b2775c3ff9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103980 ms
Total Talk Time (AGENT): 38640 ms
Total Talk Time (CUSTOMER): 45329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/7c28d8e1-7ae0-42f0-b229-9b2775c3ff9d_20250613T15:34_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]. Good morning. Uh, my name is [PII]. I'm calling from Saint Francis Medical Center. I am just calling to check the eligibility of the patient, especially the effective date of the coverage. Is that something that you can help me?
[AGENT][NEUTRAL] Yeah, I can check coverage for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, that's 02460661.
[AGENT][NEUTRAL] Thank you and then for documentation do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, that's [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Their effective date on here is gonna be [PII].
[CUSTOMER][NEUTRAL] Of [PII]. [PII], is there any future termination date on this coverage?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Not at this time. The patient is active, so.
[CUSTOMER][NEUTRAL] OK. All right, um, that's all I need to know, [PII], but do you have any reference number for me though?
[AGENT][NEUTRAL] Call reference, you can use my name with today's date. My name again is [PII], that's [PII] Last initial to my name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK, bye-bye.