AccountId: 011433970860
ContactId: 7c5495f9-7d73-4be2-9427-6e3a789fa264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121910 ms
Total Talk Time (AGENT): 41730 ms
Total Talk Time (CUSTOMER): 46682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/7c5495f9-7d73-4be2-9427-6e3a789fa264_20250606T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Tor Health. Uh, you need to check elig of a patient, please.
[AGENT][NEUTRAL] Sure, and can I get your name one more time?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] OK, the policy is 01903743ML8.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah. Her name is [PII] and the will be [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And you're wanting eligibility and what else did you need?
[CUSTOMER][NEUTRAL] No, just if uh they are active.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Right, so this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me put something here.
[CUSTOMER][NEUTRAL] OK, and do you have any call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much for this [PII].
[AGENT][POSITIVE] Alright, thank you for calling APL. If there's nothing else, I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too have a good day bye bye.
[AGENT][NEUTRAL] Bye.