AccountId: 011433970860
ContactId: ab4d0421-8d5e-4784-aacb-be0e37bd23e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122650 ms
Total Talk Time (AGENT): 53509 ms
Total Talk Time (CUSTOMER): 57051 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ab4d0421-8d5e-4784-aacb-be0e37bd23e8_20250501T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Village Center Pediatrics. Um, I am just calling on behalf of this patient to see if they're active.
[AGENT][NEUTRAL] OK, I can check eligibility of a patient for you and would you mind spelling your first name for me please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII] and then what is your callback number?
[CUSTOMER][NEUTRAL] Um, a good callback number is going to be [PII].
[AGENT][NEUTRAL] Thank you and may, and what was the name of the pediatric facility you're calling from again please one more time?
[CUSTOMER][NEUTRAL] I can take you out of
[CUSTOMER][NEUTRAL] Yeah, it's Village Center Pediatrics.
[AGENT][NEUTRAL] Village Center. OK, thank you. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So his um first name is [PII], last name [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] And then his number is gonna be 932-134.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] is on this policy and he is active. The effective date for him is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh, yes, OK, perfect, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] No ma'am I hope you have a good day.
[AGENT][POSITIVE] You have a wonderful day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes bye.
[AGENT][NEUTRAL] Bye bye.