AccountId: 011433970860
ContactId: 8251910b-5851-4cfb-8cd0-d1884d3bb7cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114750 ms
Total Talk Time (AGENT): 37811 ms
Total Talk Time (CUSTOMER): 38447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8251910b-5851-4cfb-8cd0-d1884d3bb7cc_20250107T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII]. I'm calling from Einstein Montgomery Hospital. Um, I was calling to verify that a patient's insurance is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. You said your name was [PII]?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you Ms. [PII] I appreciate that what is your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02284624ML7.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, Miss [PII].