AccountId: 011433970860
ContactId: 812c7b95-b296-480b-a995-9da8b03955d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79459 ms
Total Talk Time (AGENT): 37746 ms
Total Talk Time (CUSTOMER): 37992 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/812c7b95-b296-480b-a995-9da8b03955d4_20250609T19:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII] calling from AMed in [PII], [PII]. I needed to verify eligibility on a patient for outpatient, uh, lab services.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, it's 022.
[CUSTOMER][NEUTRAL] 92675.
[AGENT][POSITIVE] Thank you and give me a moment. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I show his effective date, excuse me, is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, and what was your name for the reference number please? For the reference of the call.
[AGENT][NEUTRAL] Uh, it's [PII]. Yes, ma'am, [PII] last initial [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alrighty thank you thank you you have a wonderful day, yes ma'am, uh huh bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Thank you. You too, Ms. [PII], bye.