AccountId: 011433970860
ContactId: fd77bef9-134a-486e-adc6-28173c23d19e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127790 ms
Total Talk Time (AGENT): 62837 ms
Total Talk Time (CUSTOMER): 47046 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/fd77bef9-134a-486e-adc6-28173c23d19e_20250506T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am with a facility and I just have a patient that I need to verify, um, eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility and can I please get um your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK and then how do I spell your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then, um, can I also get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth is [PII] and the policy number is 1,457,170.
[AGENT][NEUTRAL] OK and then um what is the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Oh, Saint Francis Hospital.
[AGENT][POSITIVE] OK, thank you so much. All right, let me look him up real quick so we can get that eligibility for you. You're very welcome.
[CUSTOMER][POSITIVE] OK thank you [PII].
[AGENT][NEUTRAL] OK, I do show that Newt does have an active policy with us. The effective date of the policy is [PII], and everything looks like it's current and active.
[CUSTOMER][POSITIVE] Perfect. All right, um, can I get a call reference number from you?
[AGENT][NEUTRAL] Yes, ma'am. You can um use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, that works great thank you so much for your time and help. I hope you have a great day.
[AGENT][POSITIVE] You too miss [PII] you have a wonderful rest of your week and thanks for calling APL ma'am.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] You too [PII] thank you so much.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.