AccountId: 011433970860
ContactId: e7cec051-e41f-44f4-a0c2-a1b022879c64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86879 ms
Total Talk Time (AGENT): 27337 ms
Total Talk Time (CUSTOMER): 46569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/e7cec051-e41f-44f4-a0c2-a1b022879c64_20250401T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Memphis Children's Clinic. I'm just calling to see if one of our patients coming in, if they're active and what their effective dates are.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Oh, it's gonna be 1266383.
[CUSTOMER][NEUTRAL] And the person to have right.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I do show him active and effective, uh, [PII].
[CUSTOMER][NEUTRAL] The present
[CUSTOMER][NEUTRAL] Um, do we have a reference number for this call?
[AGENT][NEUTRAL] It's just gonna be my first name and then first initial of my last name which is [PII], [PII] in today's name.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye