AccountId: 011433970860
ContactId: 82309fef-3d1b-40ee-91f6-eb531b398a77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75599 ms
Total Talk Time (AGENT): 30198 ms
Total Talk Time (CUSTOMER): 28322 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/82309fef-3d1b-40ee-91f6-eb531b398a77_20250507T14:51_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from.
[CUSTOMER][NEUTRAL] Uh, Spiro Quinton Hospital checking eligibility for for a member.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 2230083.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright, thanks for that information, [PII], and we're just checking eligibility dates for you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, I have that information. I show an effective date of [PII]. Uh, this policy is active at this time. And any other questions?
[CUSTOMER][NEUTRAL] Uh, nope, that's all that I needed. Do, is there a reference number for our call?
[AGENT][NEUTRAL] My name and today [PII], first initial last is [PII].
[CUSTOMER][POSITIVE] Fabulous, thank you very much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you.