AccountId: 011433970860
ContactId: b7e8a01c-7d1e-4604-8fbb-31c1d5a56578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85550 ms
Total Talk Time (AGENT): 34679 ms
Total Talk Time (CUSTOMER): 34719 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b7e8a01c-7d1e-4604-8fbb-31c1d5a56578_20250305T17:29_UTC.wav
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[CUSTOMER][NEUTRAL] That one. Hold on.
[AGENT][NEUTRAL] Thank you for calling PL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Lexington Ortho and Sports Medicine. How are you doing?
[AGENT][POSITIVE] I'm doing good, Ms. [PII].
[CUSTOMER][NEUTRAL] I need to verify um eligibility.
[CUSTOMER][NEUTRAL] For a patient.
[AGENT][NEUTRAL] OK, yes, I can help you with eligibility. What is your callback number please?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII]. His policy number is 02217767.
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good day. Thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Mhm.