AccountId: 011433970860
ContactId: 8529defc-712c-4d02-bb10-cf33cbc05a03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156330 ms
Total Talk Time (AGENT): 66599 ms
Total Talk Time (CUSTOMER): 48728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8529defc-712c-4d02-bb10-cf33cbc05a03_20250602T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I just needed to verify eligibility for a mutual patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] OK thank you Ms. [PII] and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Family Medicine in [PII].
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The date of birth I have is [PII].
[CUSTOMER][NEUTRAL] Um, I cannot pronounce his name, so can I just spell out the last name to you?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Um, my last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the policy number, please?
[CUSTOMER][NEUTRAL] I have 212-6730.
[AGENT][NEUTRAL] OK, let me look that up real quick for us.
[AGENT][NEUTRAL] Oh my, I can't pronounce the first name either, but Mr.
[AGENT][NEUTRAL] Home so So bath homesome bath. OK, I do, I do see that this policy is no longer active. Uh, the policy did terminate on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check though to see if he has anything active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And no ma'am, there are no active policies on file for him at this time.
[CUSTOMER][POSITIVE] OK perfect I will make a note of that thank you so much for helping me.
[AGENT][POSITIVE] Well, you're very welcome Miss [PII], is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.