AccountId: 011433970860
ContactId: 909ac7b9-3fd9-4609-bd74-defeb8556024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74910 ms
Total Talk Time (AGENT): 17441 ms
Total Talk Time (CUSTOMER): 42778 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/909ac7b9-3fd9-4609-bd74-defeb8556024_20250618T14:51_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], this is um [PII]. I am with Heart of the Rockies Regional Medical Center. I'm calling to get an eligibility or at least a status to see if the card is active, their insurance is active.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, yes, our callback number is um [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It's 01847164.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you have her date of birth?
[CUSTOMER][POSITIVE] Yeah, oh, I just really tough. OK, here we go.
[CUSTOMER][NEUTRAL] Sorry, I clicked the wrong thing. 82688 I mean 82768 sorry.
[AGENT][POSITIVE] OK, thank you. Um, looks like the policy is active and effective [PII].
[CUSTOMER][POSITIVE] All right, perfect. I appreciate your time thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.