AccountId: 011433970860
ContactId: b8777b35-0ff1-4b28-93d5-100bc1119f56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108410 ms
Total Talk Time (AGENT): 29864 ms
Total Talk Time (CUSTOMER): 37217 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b8777b35-0ff1-4b28-93d5-100bc1119f56_20250326T15:17_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Hose Diagnostic Center. I'm calling to see if this patient is active.
[AGENT][NEUTRAL] OK, I can assist you, [PII], we're just checking the eligibility information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, do you have the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And patient policy number is.
[CUSTOMER][NEUTRAL] Mm give me one second.
[CUSTOMER][NEUTRAL] It is 0256.
[CUSTOMER][NEUTRAL] 3062 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Wait, I'm sorry, the patient's name is [PII].
[AGENT][NEUTRAL] OK, alright, now that does match her, the date of birth matches her. OK, great. So I'm showing an effective date of [PII] and the policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that was it, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Have a good day.