AccountId: 011433970860
ContactId: e732ed1a-9dff-40ea-b08b-a7c20c6f782f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96480 ms
Total Talk Time (AGENT): 41188 ms
Total Talk Time (CUSTOMER): 26317 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e732ed1a-9dff-40ea-b08b-a7c20c6f782f_20250411T13:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name's [PII]. I'm calling from Central Georgia Heart Center. I need to check eligibility status for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and you said it's [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02491709.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, Miss. [PII]. All right, and you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Yeah, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.