AccountId: 011433970860
ContactId: d2c3a336-03b6-4334-81bf-f31ec62a3364
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131500 ms
Total Talk Time (AGENT): 54279 ms
Total Talk Time (CUSTOMER): 51691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/d2c3a336-03b6-4334-81bf-f31ec62a3364_20250415T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Grace Internal Medicine.
[AGENT][NEUTRAL] Hi, Miss Ma
[CUSTOMER][NEUTRAL] I'm just wanting to verify, hey, how are you doing?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] Good, I just wanna verify this patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number, ma'am, just in case the call gets dropped well I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And his policy number is.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] Am I read the right number 02 02486379.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it is current. Yes, ma'am.
[CUSTOMER][NEUTRAL] And there is there a reference number for this?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. Yes, um, you can use my name which is [PII] and today's date.
[CUSTOMER][NEUTRAL] Or confirmation number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You also, thank you. Thanks for calling APL.
[CUSTOMER][POSITIVE] And you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] OK, thank you.