AccountId: 011433970860
ContactId: e846103b-b72b-4b4a-a3b1-7f2f49338991
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99440 ms
Total Talk Time (AGENT): 33309 ms
Total Talk Time (CUSTOMER): 51515 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e846103b-b72b-4b4a-a3b1-7f2f49338991_20250530T14:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is may I help you?
[CUSTOMER][NEUTRAL] Yes, hi there. Good morning. My name is [PII] with Martha Jefferson Medical Group calling to verify eligibility on a mutual patient. And I'm sorry, your name again?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] Oh, you're welcome. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02287986.
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect. And do you all offer.
[CUSTOMER][NEUTRAL] Reference number for the phone call, [PII].
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you so very much. I hope the remainder of your Friday is uh well work Friday portion is a speedy one and that you have a great weekend ahead.
[AGENT][POSITIVE] Oh, you too, thank you so much, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] You have a good one bye bye.
[AGENT][NEUTRAL] You too bye.