AccountId: 011433970860
ContactId: abb80dbf-c925-42df-b98c-9a2719b486e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89800 ms
Total Talk Time (AGENT): 40790 ms
Total Talk Time (CUSTOMER): 35869 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/abb80dbf-c925-42df-b98c-9a2719b486e0_20241231T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. um, I have a patient, um, in now for a scan that has APL secondary. I just needed to verify that it's active today.
[AGENT][POSITIVE] OK [PII], I'm happy to check eligibility. What's her policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02356084.
[AGENT][POSITIVE] All right. Thank you so much. Let me just pull this up here, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Alright, thank you so much. So the patient plan is active. The effective date on this is [PII].
[CUSTOMER][POSITIVE] Perfect. OK. That's really all that I really needed to know. Do you have a reference number I can take down?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Absolutely. That would be my name with my last initial and then today's date. My name again is [PII] and that is spelled [PII] The last initial is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.