AccountId: 011433970860
ContactId: 87ca5412-0ca7-4d4d-9586-b5c213de01fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122910 ms
Total Talk Time (AGENT): 50157 ms
Total Talk Time (CUSTOMER): 51301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/87ca5412-0ca7-4d4d-9586-b5c213de01fd_20250404T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just wanting to verify eligibility for one of my patients.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Absolutely my name is [PII] and my callback number is [PII].
[AGENT][POSITIVE] Thank you and can you say your name one more for me?
[CUSTOMER][POSITIVE] Yeah, absolutely, [PII].
[AGENT][NEUTRAL] [PII], OK, and then Ms. [PII], what is your um facility name? the provider name?
[CUSTOMER][NEUTRAL] Um, so the facility name is AnMed, um, the provider name is [PII].
[AGENT][NEUTRAL] OK. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Absolutely. So the patient's name is [PII]. Her date of birth is [PII], and her policy number is 02465448.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that she does have an active policy with us and her effective date is [PII].
[CUSTOMER][POSITIVE] Awesome, that is great and you said it was active?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect. That is all I needed to know.
[AGENT][NEUTRAL] OK, Ms. [PII], is there any um anything else I can help you with?
[AGENT][NEUTRAL] With this policy before we go?
[CUSTOMER][NEUTRAL] I don't think so
[CUSTOMER][POSITIVE] You have been great thank you so much.
[AGENT][POSITIVE] You're very welcome you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, mm bye.
[AGENT][NEUTRAL] Bye bye.