AccountId: 011433970860
ContactId: 917f69ee-2062-47d3-95b6-87e7dce3dc11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83559 ms
Total Talk Time (AGENT): 31918 ms
Total Talk Time (CUSTOMER): 45290 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/917f69ee-2062-47d3-95b6-87e7dce3dc11_20250515T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. My name is [PII]. I'm calling from Actioner Health. I was just trying to verify to make sure that a patient that was just checked in has um eligibility with his coverage.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] His policy number it is stating 1265656.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it would be area code [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is Mr. [PII], uh middle initial is [PII] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. I'm showing an effective date of [PII] and his policy is active.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] Correct, and the policy is active. Mhm.
[CUSTOMER][NEUTRAL] Right? OK.
[CUSTOMER][POSITIVE] Thank you so much you've been a great help you have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye.