AccountId: 011433970860
ContactId: d78d5280-6912-4aa1-b977-09e177a633b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120120 ms
Total Talk Time (AGENT): 42995 ms
Total Talk Time (CUSTOMER): 56940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d78d5280-6912-4aa1-b977-09e177a633b3_20250605T14:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. This is [PII] calling from Medical University Hospital. Can you help to verify eligibility on a patient?
[AGENT][NEUTRAL] Yes, ma'am. How do you spell your name?
[CUSTOMER][NEUTRAL] Excuse me, [PII]
[AGENT][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it looks like.
[CUSTOMER][NEUTRAL] 02544097
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, a [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, just the eligibility date, yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Perfect. That's what I needed and let's see.
[CUSTOMER][NEUTRAL] One more thing, Ms. [PII], is the um billing address the [PII]?
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect is there a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] No ma'am, that is it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.