AccountId: 011433970860
ContactId: dfe93658-6562-4a7a-982c-7694ae03440b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104779 ms
Total Talk Time (AGENT): 45029 ms
Total Talk Time (CUSTOMER): 35972 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/dfe93658-6562-4a7a-982c-7694ae03440b_20250211T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] and I'm calling with Saint Luke's Orthopedic Clinic, and I was just calling to verify that a patient was still active.
[AGENT][NEUTRAL] OK, I can check on the patient's eligibility for you and I didn't catch the first name of your orthopedic clinic.
[CUSTOMER][NEUTRAL] Saint Luke's Orthopedic.
[AGENT][POSITIVE] Saint Luke's. OK, thank you so much, Miss [PII]. What is your what is your callback number just in case the call gets disconnected?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] You and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] Is 02511206.
[AGENT][NEUTRAL] OK, let me pull that up for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][POSITIVE] OK, perfect, that is what I needed I appreciate it.
[AGENT][POSITIVE] Well we appreciate you Ms. [PII] you have a good day and thank you.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] You're calling APL.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Mm bye bye.