AccountId: 011433970860
ContactId: c8327111-7244-4f6a-8d92-4f136b7cf7e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117620 ms
Total Talk Time (AGENT): 43488 ms
Total Talk Time (CUSTOMER): 39009 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c8327111-7244-4f6a-8d92-4f136b7cf7e4_20250226T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify member eligibility.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the eligibility of a member. Can I please get your call back number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, it's Nova Health Forsyth Medical Center.
[AGENT][NEUTRAL] Thank you. And may I get the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] Yes, that is [PII], and that birthday is [PII], and the member ID I have is 2550107.
[AGENT][NEUTRAL] OK, let's look that up.
[AGENT][NEUTRAL] Can you repeat that policy number for me one more time, please?
[CUSTOMER][NEUTRAL] Yes, it's 255-0107.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I do show that Ruaa does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for checking that for me.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great rest of your day and thank you very much for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.