AccountId: 011433970860
ContactId: 82cade5c-4e40-4fa9-9714-625084b4009b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97110 ms
Total Talk Time (AGENT): 40776 ms
Total Talk Time (CUSTOMER): 46091 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/82cade5c-4e40-4fa9-9714-625084b4009b_20250124T20:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling from New Horizon Family Health Services. I was just calling to get a patient's eligibility status.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibilities, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02.
[CUSTOMER][NEUTRAL] 064969.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, his name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that eligibility for [PII], I'm showing that his policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said 8221?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He needs to come back
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's everything, thank you.
[AGENT][POSITIVE] And my pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. Hope you have a wonderful afternoon and a very happy weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.