AccountId: 011433970860
ContactId: f01d5e17-58f1-42ff-9f55-ce10598365c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95779 ms
Total Talk Time (AGENT): 35229 ms
Total Talk Time (CUSTOMER): 41240 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f01d5e17-58f1-42ff-9f55-ce10598365c5_20250613T16:55_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] and I'm calling from James River Cardiology Billing Department. And I'm just calling today to help me regarding the, the insurance eligibility status.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility, [PII]. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, please. I have 02435030.
[AGENT][NEUTRAL] Thank you and then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're welcome. The callback number is going to be [PII] and my [PII] [PII].
[AGENT][NEUTRAL] Thank you. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] You're welcome. It'll be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Patient is active. Effective date on here is going to be [PII].
[CUSTOMER][NEUTRAL] OK, I'm still active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. And uh a call reference number, please?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name again is [PII], that's [PII] Last initial to my name is gonna be [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. OK, then, [PII], thank you so much for your help. You have a good rest of your day.
[AGENT][NEUTRAL] You as well, [PII] bye bye.
[CUSTOMER][POSITIVE] Thank you, bye-bye.
[AGENT][NEUTRAL] Mhm.