AccountId: 011433970860
ContactId: e5847872-c467-4f77-a5fe-9b16683fe194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121430 ms
Total Talk Time (AGENT): 35629 ms
Total Talk Time (CUSTOMER): 32110 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e5847872-c467-4f77-a5fe-9b16683fe194_20250414T19:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at HSHS referral center. I was just calling to check on patients eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] option one.
[AGENT][NEUTRAL] OK, do you have that patient name and date of birth? Or I'm sorry, can I get the policy number first?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] Oh sure it's 02495934.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Oh yeah, there you are.
[AGENT][NEUTRAL] OK, I don't know. It switched to muted. I'm so sorry. I didn't realize that. That's weird. OK, sorry about that. Um, OK, patient name and date of birth.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Looks like Victoria is effective [PII]. Policy is currently active.
[CUSTOMER][NEUTRAL] Alright, and can I get a reference number for the call?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name, [PII], today's date.
[CUSTOMER][POSITIVE] Alright thank you so much I appreciate your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Uh, have a good day bye bye.