AccountId: 011433970860
ContactId: e97fcd6a-8ae2-4c53-92fa-ace2ad7eeb6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82559 ms
Total Talk Time (AGENT): 31711 ms
Total Talk Time (CUSTOMER): 43800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e97fcd6a-8ae2-4c53-92fa-ace2ad7eeb6f_20250305T19:58_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was hoping you would be able to help me. I have a patient that is going to be seen tomorrow. He has a scheduled procedure. He's not sure if he still has his American public life. Um, I can give you the policy number.
[AGENT][NEUTRAL] OK, I'd be glad to look up the eligibility. And what is that number, please?
[CUSTOMER][NEUTRAL] It's 114467-8.
[AGENT][POSITIVE] Thank you, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have, first name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And the patient's date of birth is [PII].
[AGENT][NEUTRAL] Thank you very much. It looks like he had a policy with us from [PII] until [PII], but nothing since then. So, um, this is the only policy that he had. Uh, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] OK, well, thank you for contacting AP. Have a good day.