AccountId: 011433970860
ContactId: dd08baeb-8af3-4789-82a2-2ef30ef01ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99900 ms
Total Talk Time (AGENT): 32839 ms
Total Talk Time (CUSTOMER): 44291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/dd08baeb-8af3-4789-82a2-2ef30ef01ac7_20250609T21:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] Last name initial [PII]. I'm just calling from McCloud Regional Medical Center. I do just have to let you know these calls are recorded. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, it, they provided us 02506204.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Direct line is [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, um, showing the effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, let me just see when their data service was.
[CUSTOMER][NEUTRAL] 4325 OK and it's active to current?
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that is all I needed for today. Can I have a reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date, and it's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day.
[AGENT][POSITIVE] Oh, you too. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye bye.