AccountId: 011433970860
ContactId: b7fd93a5-d6e1-4ca7-b9a5-fd7cb8077a42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124069 ms
Total Talk Time (AGENT): 58077 ms
Total Talk Time (CUSTOMER): 79488 ms
Interruptions: 3
Overall Sentiment: AGENT=3.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b7fd93a5-d6e1-4ca7-b9a5-fd7cb8077a42_20250326T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My last name first is [PII]. I'm calling from JK University Hospital. I would like to check eligibility status of the patient. Could you please help me with that?
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] with extension of [PII].
[AGENT][NEUTRAL] [PII] extension.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] All right. Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02156223
[CUSTOMER][NEUTRAL] we want.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, [PII].
[AGENT][POSITIVE] And again, it would be a pleasure to assist you with eligibility for [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII], I'm showing that her policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, there is no future termination date, right? Thanks for that. Uh, could you please confirm that the patient one double your policy is active. Patient policy is currently active and it is effective from [PII] with no termination date. That's right.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] That is correct, [PII].
[CUSTOMER][POSITIVE] Thanks for confirming. Could you please spell me your name?
[AGENT][POSITIVE] My name is [PII]. Then if you need a reference number, it would be my name and today's date, and it was a pleasure to assist you with that eligibility. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, thanks for the assistance. I'll share you uh that thanks for that.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye, [PII].
[AGENT][NEUTRAL] Bye-bye.