AccountId: 011433970860
ContactId: 8ffd42f1-f7e3-4d48-bc40-48e300f54e52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69879 ms
Total Talk Time (AGENT): 34549 ms
Total Talk Time (CUSTOMER): 23590 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8ffd42f1-f7e3-4d48-bc40-48e300f54e52_20250602T16:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Triad Surgery Center, and I was just calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02566470.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK perfect and is there a reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date. And is there anything else, Ms. [PII], I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.