AccountId: 011433970860
ContactId: 9c88c897-d181-41e7-ac29-56d634e21661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88919 ms
Total Talk Time (AGENT): 34269 ms
Total Talk Time (CUSTOMER): 39670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9c88c897-d181-41e7-ac29-56d634e21661_20250218T17:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Saint Luke's physicians Group. I am looking for eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] All right, his name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And you need that.
[CUSTOMER][NEUTRAL] ID number right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 02405400.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too mhm bye bye.
[AGENT][NEUTRAL] Mhm bye bye, ma'am.