AccountId: 011433970860
ContactId: e9c5424f-d09a-4c45-90d8-f869007fe4ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150500 ms
Total Talk Time (AGENT): 51137 ms
Total Talk Time (CUSTOMER): 69497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/e9c5424f-d09a-4c45-90d8-f869007fe4ae_20250418T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the billing department on the Wellington Regional Medical Center. I do have a, uh, the patient on the other line. I'm calling just to verify eligibility.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Of the patient with the date of, yeah, I do have the patient information. Tell me when you're ready.
[AGENT][NEUTRAL] Yes, what is the policy number?
[CUSTOMER][NEUTRAL] Oh sure, that would be 02555921.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] I don't have the direct uh callback number, but here's your phone number [PII].
[AGENT][NEUTRAL] OK, and then what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, perfect. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Oh sure patient's name [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth? Is that correct?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and I
[CUSTOMER][NEUTRAL] I'm sorry, uh, what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] Uh-huh.
[CUSTOMER][POSITIVE] Hey, OK, thank you.
[AGENT][NEUTRAL] And then it looks like this policy is currently active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for that. Do you also have a call reference number by any chance?
[AGENT][NEUTRAL] Yes, ma'am. So it would be my first name.
[AGENT][NEUTRAL] Last initial and then today's date.
[CUSTOMER][NEUTRAL] OK, can I have your last initial?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and today's date.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alright thank you so much for that one. I think that's all I needed today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else?
[AGENT][POSITIVE] OK. Sounds good. All right.
[CUSTOMER][NEGATIVE] Um, no thank you.
[AGENT][POSITIVE] Yeah, all right. Well, thanks for calling APL. Mhm. Have a good day. Bye.
[CUSTOMER][POSITIVE] OK thank you bye bye for now.
[CUSTOMER][NEUTRAL] OK.