AccountId: 011433970860
ContactId: 8fd69d9c-57a3-4747-adcc-d0e75361db66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73330 ms
Total Talk Time (AGENT): 20093 ms
Total Talk Time (CUSTOMER): 41961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8fd69d9c-57a3-4747-adcc-d0e75361db66_20250507T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling you from Tanner Hospital, and I was just trying to get eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yes, um, it looks like the outpatient benefit certification number is 02100299 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, let me get that here. It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] It looks like this policy is effective [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect awesome awesome alrighty um that was all the information I needed today.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.