AccountId: 011433970860
ContactId: ec9f352e-af26-4703-8edb-fba684488645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105739 ms
Total Talk Time (AGENT): 52773 ms
Total Talk Time (CUSTOMER): 48980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/ec9f352e-af26-4703-8edb-fba684488645_20250116T20:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You're cutting in and out, but hi, this is [PII] from U Medical Center calling to verify eligibility from one of our patients.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, may I have your name again?
[AGENT][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] And [PII], what is the
[CUSTOMER][POSITIVE] Thank you, I appreciate this.
[AGENT][NEUTRAL] My pleasure. [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it shows here in our system that is 02331430.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. [PII], it would be a pleasure to help you with that eligibility for [PII]. I am showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her major medical.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] No, this is um it thank you so much for your assistance, [PII]. Have a great day and stay safe.
[AGENT][POSITIVE] Well, thank you for calling APL. It was my pleasure to help you with that eligibility. You have a wonderful afternoon as well and stay safe. Take care.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Mm