AccountId: 011433970860
ContactId: 8f7de9c9-df40-457a-9482-219e4b00f3fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62060 ms
Total Talk Time (AGENT): 31207 ms
Total Talk Time (CUSTOMER): 19058 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8f7de9c9-df40-457a-9482-219e4b00f3fe_20250205T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from the Hutchinson Health Clinic checking on eligibility of a member.
[AGENT][POSITIVE] All right, I'm happy to help. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 02282821.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Alright, so it looks like the member's plan has terminated as of [PII], not showing any other active coverage with us at this time, [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much that's all I needed.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.