AccountId: 011433970860
ContactId: d59735f4-34de-4794-b981-0cfa3c89bd63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105800 ms
Total Talk Time (AGENT): 45318 ms
Total Talk Time (CUSTOMER): 33399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d59735f4-34de-4794-b981-0cfa3c89bd63_20250115T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ETL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, this is [PII] with Memorial Free Services. I'm calling to check eligibility on a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] It is 1261898ML8.
[AGENT][NEUTRAL] 1261898. What was after the 8?
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, and then 8.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said eligibility and benefit information, [PII]?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] Just eligibility? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No I'm doing that correct.
[AGENT][NEUTRAL] All right, thank you for that information. I have the effective date for you. It's [PII]. Uh, this policy is active at this time. And any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Um, do you have a call reference for this or no?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. It's [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alrighty. Any other questions?
[CUSTOMER][POSITIVE] No, thank you for your time.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.