AccountId: 011433970860
ContactId: 7d87f6c6-3260-4a4a-b93c-87b5f20af707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92849 ms
Total Talk Time (AGENT): 39991 ms
Total Talk Time (CUSTOMER): 43287 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7d87f6c6-3260-4a4a-b93c-87b5f20af707_20250508T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Vanderbilt University Medical Center, and I just need to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I please get your callback number, ma'am?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, his name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII], and the policy number I show is 02148767M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me look up his policy real quick.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right. I do show that [PII] does have an active policy with us. The effective date of his policy is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] Oh, OK, what was your name again? Oh, [PII], and do you have a call reference number, [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] All right, sounds great. Thank you. I appreciate your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you for calling APL. I hope you have a good rest of your day also. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you. Bye bye.