AccountId: 011433970860
ContactId: 8e389bd5-5a08-47c6-9c76-7585159a2c29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157160 ms
Total Talk Time (AGENT): 26238 ms
Total Talk Time (CUSTOMER): 50423 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8e389bd5-5a08-47c6-9c76-7585159a2c29_20250108T22:15_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good afternoon. My name is and I'm calling from.
[CUSTOMER][NEUTRAL] The hospital and I was wondering a patient.
[AGENT][POSITIVE] OK, yeah, um, I'd love to help you out today, and I'm so sorry it was just a little staticky. Could I have your name again?
[CUSTOMER][NEUTRAL] Yes, [PII] And I'm I'm calling from a hospital in [PII].
[AGENT][NEUTRAL] OK, and, and, and you were calling, did you say for what reason?
[CUSTOMER][NEUTRAL] To verify a patient is the active with them?
[AGENT][NEUTRAL] To verify,
[AGENT][NEUTRAL] Yeah, are you looking to verify eligibility or benefits?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, both.
[AGENT][POSITIVE] OK, both, no worries, and can I have a good call back number from you?
[CUSTOMER][NEUTRAL] Yes, of course. Uh [PII].
[AGENT][NEUTRAL] Perfect and that member's policy number?
[CUSTOMER][NEUTRAL] Um, give me one second.
[CUSTOMER][NEGATIVE] I'm sorry, my system is running so slow today.
[AGENT][POSITIVE] No worries. Take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. I have policy number A601.
[CUSTOMER][NEUTRAL] 0518800.
[CUSTOMER][NEUTRAL] Wait, hold on, let me see. I got the wrong number. Why is it wrong me this way?
[CUSTOMER][NEUTRAL] Let me start again. Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?