AccountId: 011433970860
ContactId: 91d192d9-fd6f-40ab-a2f1-edc43ca3bed3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91470 ms
Total Talk Time (AGENT): 47520 ms
Total Talk Time (CUSTOMER): 38598 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/91d192d9-fd6f-40ab-a2f1-edc43ca3bed3_20250102T15:46_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Ins Orthopedics and nurse Surgery. How are you?
[AGENT][POSITIVE] I'm doing OK how are you doing?
[CUSTOMER][NEUTRAL] Fine thank you. I have a patient that's here for an appointment and we're not able to verify the eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] my direct extension is [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, it is 02569253.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with that eligibility, [PII]. I'm showing that [PII]'s my pleasure. Harvey's policy is active, actually, the effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Got it. Alright, what's your name?
[AGENT][NEUTRAL] [PII] last name [PII] If you need a reference number, [PII], it would be my name and today's date.
[AGENT][POSITIVE] And it was a pleasure to assist you with eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright, I got it.
[CUSTOMER][POSITIVE] Thank you so much [PII] you have a good day OK?
[AGENT][POSITIVE] Hope you have a wonderful day as well, [PII]. Thank you for calling APO and happy New [PII].
[CUSTOMER][POSITIVE] Alright thanks thank you happy new [PII] to you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.