AccountId: 011433970860
ContactId: 9871ada3-ceee-40a0-886d-f5b0b04502e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122730 ms
Total Talk Time (AGENT): 59699 ms
Total Talk Time (CUSTOMER): 41119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/9871ada3-ceee-40a0-886d-f5b0b04502e7_20250415T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Saint John Jinks. I just need to verify, um, an active coverage on the patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient, Ms. [PII]. Uh, can I please get your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So his name is [PII]. His birthday [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 014.
[CUSTOMER][NEUTRAL] 85319.
[AGENT][POSITIVE] OK, thank you so much and let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and the name of the facility that you're calling from, you said was Saint John, and then what was the last part?
[CUSTOMER][NEUTRAL] It's Saint [PII] or the [PII] uh location.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. All right, so I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] And everything is current and active at this time.
[CUSTOMER][POSITIVE] Perfect, that's all I needed um and then do you have a reference number I can use for the call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah you too.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.