AccountId: 011433970860
ContactId: 950a9221-4f99-4c07-b8b5-0cab85fcf43b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56840 ms
Total Talk Time (AGENT): 26229 ms
Total Talk Time (CUSTOMER): 28481 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/950a9221-4f99-4c07-b8b5-0cab85fcf43b_20250217T21:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling from Holy Cross Hospital to verify benefits for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] Policy number is 1381887 M like MaryL8.
[AGENT][NEUTRAL] Can I have that member's name and date of birth, [PII], and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, you're calling to verify eligibility. This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect. That's actually all I needed.
[AGENT][NEUTRAL] Is there a particular place of service?
[AGENT][POSITIVE] Well thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh, you, you need data of service?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, Mr. You're welcome. Goodbye.
[CUSTOMER][POSITIVE] Thank you.