AccountId: 011433970860
ContactId: fea5b88c-3bdd-41e4-9afb-c17bfd6f9390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88980 ms
Total Talk Time (AGENT): 35191 ms
Total Talk Time (CUSTOMER): 34402 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/fea5b88c-3bdd-41e4-9afb-c17bfd6f9390_20250403T15:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I'm calling from Mercy Clinic Springfield Communities, but I just needed to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, the callback number is [PII].
[CUSTOMER][NEUTRAL] Uh, and then the policy number would be 01897865.
[AGENT][NEUTRAL] Thank you [PII]. What is this member's name and date of birth that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, it's for [PII] and uh date of birth is [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Inactive perfect yeah thank you that's everything I needed uh is there a call reference number I should list?
[AGENT][NEUTRAL] Um, we don't provide those unfortunately, [PII], however, you can use my name and today's date as a reference. It's [PII] and today's date. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] No, that was everything. Thank you for the help.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks goodbye.