AccountId: 011433970860
ContactId: e237c013-afe0-4117-b6b4-121882eeef38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111599 ms
Total Talk Time (AGENT): 41829 ms
Total Talk Time (CUSTOMER): 35920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e237c013-afe0-4117-b6b4-121882eeef38_20250529T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. My name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. It's 02559466.
[AGENT][NEUTRAL] Give me just a moment while I look that up.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you're wanting eligibility, correct?
[CUSTOMER][NEUTRAL] Just the effective date, please.
[AGENT][NEUTRAL] OK. Looks like this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. Is it any call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and my last initial in today's date, so [PII] in today's date.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Great. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] OK.