AccountId: 011433970860
ContactId: b319ec15-a1e8-4b00-93db-e66b471b362c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82180 ms
Total Talk Time (AGENT): 37229 ms
Total Talk Time (CUSTOMER): 38227 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b319ec15-a1e8-4b00-93db-e66b471b362c_20250514T16:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Mercy Medical Center and I was calling to check the eligibility of a patient.
[AGENT][NEUTRAL] OK. I can verify eligibility for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] 02271146 M as in Mary L as in mama 8.
[AGENT][NEUTRAL] Thank you. Excuse me, sorry. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing his effective date was active from [PII] and the policy terminated [PII], and I don't show any active coverage with us.
[CUSTOMER][POSITIVE] OK all right thank you very much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Uh, no, that will be all, thank you.
[AGENT][POSITIVE] Oh yes ma'am, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.