AccountId: 011433970860
ContactId: b3b9d785-ac86-4b35-a97e-b01ecf2ef27e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88279 ms
Total Talk Time (AGENT): 41411 ms
Total Talk Time (CUSTOMER): 36642 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b3b9d785-ac86-4b35-a97e-b01ecf2ef27e_20250605T16:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from South Georgia Medical Center. I was calling to see if you get eligibility on a patient.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can verify eligibility for you and I'm so sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] The policy number is 02047435.
[AGENT][NEUTRAL] OK, thank you. And let's see. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing his effective date is [PII], and I'm showing he is still active on the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and is there anything else I can assist you with? I'm sorry.
[CUSTOMER][NEUTRAL] That's on.
[CUSTOMER][NEUTRAL] That's, that's all I needed.
[AGENT][POSITIVE] OK, thank you so much uh for calling APL and you have a great rest of your day.
[CUSTOMER][POSITIVE] You have a great day too bye bye.
[AGENT][POSITIVE] Thank you, ma'am, bye.