AccountId: 011433970860
ContactId: aa60f3d8-1f45-45a0-be3e-a374034aa29b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99940 ms
Total Talk Time (AGENT): 34318 ms
Total Talk Time (CUSTOMER): 40412 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/aa60f3d8-1f45-45a0-be3e-a374034aa29b_20250414T13:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, um, I'm with Total Access urgent care. I just need to check a patient's um eligibility for their visit yesterday.
[AGENT][NEUTRAL] OK. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you [PII] and your callback number please if disconnected.
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][POSITIVE] Thank you very much, and [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number, let me see here.
[CUSTOMER][NEUTRAL] I have an in-hospital benefit number and an outpatient benefit number. Would it be the outpatient? OK. It's 01660281 ML8.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you very much [PII]. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Their name is [PII] and their date of birth is [PII].
[AGENT][POSITIVE] Thank you very much and you're calling to check his eligibility. Give me one moment please.
[AGENT][POSITIVE] Thank you. I'll definitely help you with that. OK, thank you so much for your patience. The number shows effective as of [PII], and this policy shows active as a supplemental medical.
[CUSTOMER][POSITIVE] Alrighty perfect that's all I needed thank you.
[AGENT][POSITIVE] You're welcome [PII]. Thank you for calling APL. Have a good week bye.
[CUSTOMER][NEUTRAL] You too.