AccountId: 011433970860
ContactId: 9b19f812-83c0-4285-9e5f-014b9386d9a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91319 ms
Total Talk Time (AGENT): 31474 ms
Total Talk Time (CUSTOMER): 30361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9b19f812-83c0-4285-9e5f-014b9386d9a5_20250515T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII], I'm calling from Integris Medical Center.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 15497.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII]. You're just wanting to verify the eligibility dates?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have the effective date is [PII]. Uh, this policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] That's it. I just need a reference number for the call.
[AGENT][NEUTRAL] My name in today's date, [PII], first initial and last name is [PII]
[CUSTOMER][POSITIVE] Perfect, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. Have a good day.