AccountId: 011433970860
ContactId: 825b5c27-1db5-45ce-ae6b-4c6a07f0c910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77680 ms
Total Talk Time (AGENT): 34488 ms
Total Talk Time (CUSTOMER): 28260 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/825b5c27-1db5-45ce-ae6b-4c6a07f0c910_20250623T20:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm with the Oklahoma Spine Hospital. And I don't know if I hit the right line. I'm just trying to check eligibility.
[AGENT][POSITIVE] OK, of course I can help you, [PII]. May I have your call back number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 01792136.
[AGENT][NEUTRAL] OK, and let me just repeat that to you, [PII]. I have that as 01792136.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you and you're calling to check eligibility and this number shows effective as of [PII], and this policy shows active as a secondary.
[CUSTOMER][POSITIVE] All right. That's exactly what I needed. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you so much for calling APL. You have a great day. Thank you.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes ma'am bye bye.