AccountId: 011433970860
ContactId: f669c2da-bc2a-43ea-b2fc-8193db8f931e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87440 ms
Total Talk Time (AGENT): 28842 ms
Total Talk Time (CUSTOMER): 30852 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f669c2da-bc2a-43ea-b2fc-8193db8f931e_20250423T20:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Memorial Hospital. I'm calling to check up members eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, it's 02549446, M like Mary, L like Larry, 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I show this policy is effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I get your name and your last name initial for my notes and a call reference number?
[AGENT][NEUTRAL] Um, it's [PII] and then [PII] for my last initial or first initial last name, and then today's date, uh, with my name is the reference number. And anything else I can help with today?
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good evening.