AccountId: 011433970860
ContactId: 7ec72cce-1f17-423d-8f5d-8854eba702bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58520 ms
Total Talk Time (AGENT): 21368 ms
Total Talk Time (CUSTOMER): 22279 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7ec72cce-1f17-423d-8f5d-8854eba702bb_20250204T16:56_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]. I'm calling from Ascension Medical Group. I just need to verify eligibility and one of our patients being seen, please.
[AGENT][POSITIVE] All right, [PII], I'm happy to help. What's the policy number?
[CUSTOMER][NEUTRAL] That policy number is 02571293.
[AGENT][NEUTRAL] Alright, thank you for that. Let me pull this up here one moment.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date on here is [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.