AccountId: 011433970860
ContactId: 9406b09a-46c6-4620-a53a-5a6583461bb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118260 ms
Total Talk Time (AGENT): 59075 ms
Total Talk Time (CUSTOMER): 38161 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9406b09a-46c6-4620-a53a-5a6583461bb2_20250220T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Northside Hospital. I just need to verify eligibility on a patient.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with that eligibility this morning. What is a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is 02455103.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Alright, thank you. OK [PII], it's my pleasure to assist you with that eligibility for [PII]. I'm showing her policy's effective date was [PII], and the policy termed on 9-1-2024.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, what was the effective day again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then it was term 9.
[AGENT][NEUTRAL] [PII] 2024.
[CUSTOMER][NEUTRAL] OK, thank you and may I get your name and a reference?
[AGENT][NEUTRAL] The reference number is my name and today's date and I spell my name [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.