AccountId: 011433970860
ContactId: 985341d8-504b-4d8c-856a-25796ed06e44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91349 ms
Total Talk Time (AGENT): 36068 ms
Total Talk Time (CUSTOMER): 34302 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/985341d8-504b-4d8c-856a-25796ed06e44_20241231T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ETL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Pocaraton Regional Hospital. I'm just verifying eligibility for a patient, please.
[AGENT][POSITIVE] OK, I can help you. Can you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, thank you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is hold on um 1227381 M as in Mary, L as in Nancy 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're just wanting the eligibility date and if the policy.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] I have that information. I show the effective date is [PII]. The policy is active at this time. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] That'll do it, and is there a reference number for the call?
[AGENT][POSITIVE] Alrighty, well
[AGENT][NEUTRAL] You'll use my name in today's state as your reference.
[CUSTOMER][NEUTRAL] And your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great, thank you so much have a good rest of your day. Happy New Year.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Happy New Year to you as well.
[CUSTOMER][POSITIVE] Thank you.