AccountId: 011433970860
ContactId: fae6f87f-48e2-4f61-93f0-e2d578f0b642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297589 ms
Total Talk Time (AGENT): 38589 ms
Total Talk Time (CUSTOMER): 50279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/fae6f87f-48e2-4f61-93f0-e2d578f0b642_20250320T21:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I work with Primary Children's Hospital in [PII]. I'm just calling about a patient that um
[CUSTOMER][NEUTRAL] As APL I just wanna make sure it's an active policy.
[AGENT][NEUTRAL] OK, I can check uh the patient for eligibility, sir. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII], spelled [PII] Last name [PII].
[CUSTOMER][NEUTRAL] Uh, born [PII], uh, the ID number we have is 60801.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] Is that long enough to be an ID?
[AGENT][NEUTRAL] No sir that's our payer ID number.
[CUSTOMER][NEUTRAL] Oh, payer ID, OK. Can you hold just for a moment? Let me just check with her. Can you, can I put you on hold? OK, thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] OK, thanks for holding. I apologize by the way, so it looks like she wants me to give her a call back in 2 minutes.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, hold on, do you want me to give you a call back?
[AGENT][POSITIVE] Well, I can hold if that, if that'll help you. I don't mind holding.
[CUSTOMER][POSITIVE] OK, yeah, I'll just be a few more minutes. I'll be getting right back on the phone. Thank you.
[AGENT][NEUTRAL] Yes sir, and in the meantime I'm gonna try to search by the patient's name.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Oh