AccountId: 011433970860
ContactId: b8134c71-8163-4b36-8f50-2902a727078e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117309 ms
Total Talk Time (AGENT): 53846 ms
Total Talk Time (CUSTOMER): 38019 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b8134c71-8163-4b36-8f50-2902a727078e_20250130T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Spartanburg Medical Center, and I'm calling to get eligibility on a patient please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 01732810
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, and you're needing eligibility for Logan?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][POSITIVE] All right, I can help you with that.
[AGENT][NEUTRAL] [PII], actually this policy termed on 61-2020.
[AGENT][NEUTRAL] I did check to see if they had any other coverage with through with APL and they do not.
[CUSTOMER][NEUTRAL] OK, so 61 of 2020.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is there a call reference number?
[AGENT][NEUTRAL] The call reference number would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it was my pleasure to assist you with that eligibility, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] Well, thank you for calling the APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.