AccountId: 011433970860
ContactId: 9716515a-dc07-48aa-bf0a-65158cd747aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79019 ms
Total Talk Time (AGENT): 44208 ms
Total Talk Time (CUSTOMER): 31397 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9716515a-dc07-48aa-bf0a-65158cd747aa_20250221T21:23_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] Yes, I'm just calling to verify eligibility on a patient that we have in office.
[AGENT][NEUTRAL] Uh, let me try that again.
[AGENT][POSITIVE] It would be my pleasure to help you with that eligibility. May I ask your name, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My name is [PII] from Mercy Health.
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is 02466344.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with that eligibility. I'm showing [PII]'s policy is active. Effective date is [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That should be it. Thank you so much for your help.
[AGENT][POSITIVE] And [PII], thank you for calling APL. It's a pleasure to assist you with that eligibility, and I hope you have a lovely weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.