AccountId: 011433970860
ContactId: a3e57c98-9b83-4d97-bec4-b47f3cd02f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148500 ms
Total Talk Time (AGENT): 77821 ms
Total Talk Time (CUSTOMER): 46799 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a3e57c98-9b83-4d97-bec4-b47f3cd02f79_20250225T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm just trying to um check a patient's eligibility and history.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and history. May I have your name?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] wanted to talk to me.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] East over General.
[AGENT][NEUTRAL] OK. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 623.
[CUSTOMER][NEUTRAL] 305.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and let me check the history.
[CUSTOMER][POSITIVE] Thank you sir good day you ever done so. If you would please give me a call back when you get this message at [PII]. Thank you.
[AGENT][NEUTRAL] OK, uh, we have a 4910 done on [PII].
[AGENT][NEUTRAL] We have bite wings on [PII].
[AGENT][NEUTRAL] We have an oral evaluation and that was [PII].
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So sorry.
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] OK. The last panel was on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK OK and um has she used any of her benefits this year?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I can check for you. Let's see one moment.
[AGENT][NEUTRAL] She has not used her benefits this year, she still have the full amount available.
[CUSTOMER][POSITIVE] Alrighty, that's all I needed. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.