AccountId: 011433970860
ContactId: b4e76a7c-1478-4e56-b70a-ac49a58bb59a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140320 ms
Total Talk Time (AGENT): 41720 ms
Total Talk Time (CUSTOMER): 47024 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b4e76a7c-1478-4e56-b70a-ac49a58bb59a_20250404T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I am calling from Edward W. Sparrow Hospital checking eligibility for 2 members.
[AGENT][POSITIVE] Good. My name is.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Could I get a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 02230092.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like the policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, um, is there a call reference number for each patient or will it be the same?
[AGENT][NEUTRAL] It's the same. It's just my name, [PII], first initial, last name, [PII], today's date.
[CUSTOMER][POSITIVE] OK, fabulous. Alright, let me get to the next member here.
[CUSTOMER][NEUTRAL] Uh, next policy number is 022.
[CUSTOMER][NEUTRAL] 30106.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, I just had to make notes on that.
[CUSTOMER][POSITIVE] No, you're fine you're good.
[AGENT][NEUTRAL] OK. What's that patient name and date of birth?
[CUSTOMER][NEUTRAL] That one is [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I show this policy is effective also [PII] and currently active.
[CUSTOMER][POSITIVE] All right, fabulous thank you [PII] for your help today I appreciate it have a wonderful weekend.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.