AccountId: 011433970860
ContactId: 9de2e5f4-1850-45ff-ba91-db8393985783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76699 ms
Total Talk Time (AGENT): 31441 ms
Total Talk Time (CUSTOMER): 39720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9de2e5f4-1850-45ff-ba91-db8393985783_20250205T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is Family Medica Mountain View in Greer, South Carolina calling, and I was calling to get um eligibility on a uh patient of ours.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02301601.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Her date of birth is um [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] OK perfect and that's all I needed to know.
[AGENT][NEUTRAL] OK, there is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK thank you yeah you too thanks bye.
[AGENT][POSITIVE] Thank you. Bye-bye.