AccountId: 011433970860
ContactId: b35b50f1-1162-4a84-834b-d09040cc075e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84120 ms
Total Talk Time (AGENT): 30401 ms
Total Talk Time (CUSTOMER): 41390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b35b50f1-1162-4a84-834b-d09040cc075e_20250121T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Albany General Hospital. I am calling to verify a member of yours' eligibility with their insurance.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check eligibility. What is their policy number?
[CUSTOMER][NEUTRAL] Uh, the number I have listed here is 025444841.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have a good call back number just in case we got disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII], so [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], and the date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you. So the patient's plan is active. The effective date is [PII].
[CUSTOMER][POSITIVE] Perfect, that is all I needed to know, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.