AccountId: 011433970860
ContactId: 97e7e656-cc4b-4e93-9c45-c6780fb07cda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95669 ms
Total Talk Time (AGENT): 41209 ms
Total Talk Time (CUSTOMER): 30047 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/97e7e656-cc4b-4e93-9c45-c6780fb07cda_20250604T20:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] I'm calling from a facility office. We're trying to confirm the eligibility dates for a patient's plan.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Terrebone General Health System.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 021 95318
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. All right. So we have an effective date of [PII].
[AGENT][NEUTRAL] And it terminated on [PII] and there's no other policies available.
[CUSTOMER][POSITIVE] OK perfect that's what I needed thank you ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, do you have a call reference number or just your name and the date?
[AGENT][NEUTRAL] Just my name in today's date.
[CUSTOMER][POSITIVE] That was it then you have a good day.
[AGENT][POSITIVE] You as well thank you for calling APO. No problem, Ms. [PII].
[CUSTOMER][NEUTRAL] Mm right.