AccountId: 011433970860
ContactId: c7832521-d86b-4923-90d1-32b40f29f3a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122440 ms
Total Talk Time (AGENT): 36521 ms
Total Talk Time (CUSTOMER): 28021 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c7832521-d86b-4923-90d1-32b40f29f3a6_20250620T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Memorial Hospital. I'm calling just to verify a patient's eligibility start date.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] That is 02175157 M like Mary L like Lima and number 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy term in [PII], but they've got a current policy. Let me pull that up.
[AGENT][NEUTRAL] OK, this policy is effective [PII]. It's currently active. Um, do you need that new policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That's 247-3404.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get a call reference number?
[AGENT][NEUTRAL] Uh, call reference number is my name is [PII]. First initial to last name [PII] as [PII], and today's date. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, nope, that's it, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great weekend.