AccountId: 011433970860
ContactId: d19dc5cb-b114-44ef-9284-ce648e4a896a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88209 ms
Total Talk Time (AGENT): 38306 ms
Total Talk Time (CUSTOMER): 34519 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d19dc5cb-b114-44ef-9284-ce648e4a896a_20250326T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Wabash General Hospital, and I'm actually just calling to see if the patient is active with this insurance or not.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility of a patient. Can you please give me your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02598030.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][POSITIVE] All right I appreciate your time thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, you have a good day and thank you for calling APL Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.