AccountId: 011433970860
ContactId: e242cced-e321-498c-aaaf-1acf0c46c307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108760 ms
Total Talk Time (AGENT): 37969 ms
Total Talk Time (CUSTOMER): 56416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e242cced-e321-498c-aaaf-1acf0c46c307_20250127T21:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] with Deaconess Illinois Clinic in [PII], and I'm calling to see if one of our patients, um, has eligibility or not.
[AGENT][NEUTRAL] If the policy is active, you mean?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And spell your first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, let's see here.
[CUSTOMER][NEUTRAL] Um, policy number is 02580475.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient's name, first name is [PII], last name [PII], [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, we're just checking eligibility and if the policy is active, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so the effective date is [PII]. This policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and your name please?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call, [PII], and anything else?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Um, no, thank you so much. You've been very helpful.
[AGENT][POSITIVE] Oh, you're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][NEUTRAL] Bye.