AccountId: 011433970860
ContactId: aaf2e239-4fa5-4c58-a906-2260d993fbb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120540 ms
Total Talk Time (AGENT): 34828 ms
Total Talk Time (CUSTOMER): 52410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/aaf2e239-4fa5-4c58-a906-2260d993fbb8_20250624T20:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I'm calling you from Jackson Memorial Hospital, and I wanted to check a, sorry, eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, that'll be [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have that as 01670018, M as in Mary, L as in Lima, and Z as in Zebra.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth, uh [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] No termination date?
[AGENT][NEUTRAL] No term bait.
[CUSTOMER][NEUTRAL] Uh, is this a primary or secondary policy?
[AGENT][NEUTRAL] It's secondary.
[CUSTOMER][NEUTRAL] OK, OK, so, um, would you be able to confirm me the client's mailing address?
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] OK. And uh your name was sorry?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Any reference number?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] OK, that'll be fine thank you very, very much. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.