AccountId: 011433970860
ContactId: f2d69b59-4292-4196-a81a-4cd29905c9d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172940 ms
Total Talk Time (AGENT): 63721 ms
Total Talk Time (CUSTOMER): 56370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/f2d69b59-4292-4196-a81a-4cd29905c9d3_20250415T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling from Medical University of South Carolina, and I was trying to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK, thank you. And um may I get your name one more time, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and I can get you eligibility for a patient. Um, can I please get the, um, callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, I just wanna make sure I was on the right person. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is [PII]'s date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 02588699.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of her policy is [PII].
[AGENT][POSITIVE] And everything is current and active.
[CUSTOMER][POSITIVE] OK, thank you so much. Do you get reference numbers for phone calls?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII]
[AGENT][NEUTRAL] And then you can also use today's date, excuse me.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.