AccountId: 011433970860
ContactId: adcb3bdb-7960-4dac-9698-df6cc9c1e6c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75260 ms
Total Talk Time (AGENT): 28092 ms
Total Talk Time (CUSTOMER): 21128 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/adcb3bdb-7960-4dac-9698-df6cc9c1e6c0_20250408T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling from Swedish American Hospital calling to get eligibility.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02350209
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're just checking eligibility dates for this patient.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that information. I'm showing an effective date of [PII]. This policy is active at this time. And any other questions, [PII], we can help with today?
[CUSTOMER][POSITIVE] Mm. No, that'll be all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.