AccountId: 011433970860
ContactId: ec649423-d4cc-4ba0-af74-57358615021e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79000 ms
Total Talk Time (AGENT): 29301 ms
Total Talk Time (CUSTOMER): 40408 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ec649423-d4cc-4ba0-af74-57358615021e_20250127T15:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Saint Francis Hospital Emergency department and checking to see if a patient we saw still has an active plan with you.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02559966
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] Or yeah that does say policy sorry.
[AGENT][POSITIVE] No, no worries. Let me pull that up here.
[AGENT][NEUTRAL] And then [PII] if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on this is [PII].
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][POSITIVE] That is all thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.