AccountId: 011433970860
ContactId: ccef80ea-0952-43d1-9bcb-5274e3344c97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116419 ms
Total Talk Time (AGENT): 51178 ms
Total Talk Time (CUSTOMER): 25511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ccef80ea-0952-43d1-9bcb-5274e3344c97_20250211T17:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need you to verify a patient eligibility date.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] Endeavor Health
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. I've got 02464473.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and Miss [PII], may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Alright, and we have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] OK great do you use call reference numbers?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, [PII]?
[CUSTOMER][POSITIVE] Uh, the spelling of your name would be great.
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.