AccountId: 011433970860
ContactId: ff9c27ba-a9e0-4c38-9c8c-18d570c90dc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93760 ms
Total Talk Time (AGENT): 28247 ms
Total Talk Time (CUSTOMER): 44470 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ff9c27ba-a9e0-4c38-9c8c-18d570c90dc5_20250408T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mayo Clinic in [PII]. I was just calling just to verify eligibility on this plan. I do have their primary insurance information, but just need to verify this one.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I have 02422301, the letter M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And who is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][NEUTRAL] OK, this policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's actually all I needed to verify, so thank you so much. um, do you give out call reference numbers or was it your name?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][NEUTRAL] I did not write down your name and I know you said it.
[AGENT][NEUTRAL] It's no worries, [PII], and then first initial to last name [PII], today's date.
[CUSTOMER][POSITIVE] OK, thank you again for your time. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.