AccountId: 011433970860
ContactId: b4771fec-6496-42d7-9326-849429be0048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103910 ms
Total Talk Time (AGENT): 46731 ms
Total Talk Time (CUSTOMER): 38492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b4771fec-6496-42d7-9326-849429be0048_20250513T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I work at Ascension Saint John's here in [PII], and I am just needing to verify that this patient has APL.
[AGENT][NEUTRAL] OK, I can uh verify the eligibility for you. May I please get your, your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] uh call back will be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, policy number is what I have pulled up first. It's 1,457,100. Name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull in his policy real quick for us.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy, and the effective date of his policy is [PII] and the policy is current.
[CUSTOMER][POSITIVE] Thank you so much and do I have a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], it's [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that was all I was needing thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.