AccountId: 011433970860
ContactId: 00a6693d-8de7-454a-9808-b3a9d5932dc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102599 ms
Total Talk Time (AGENT): 50244 ms
Total Talk Time (CUSTOMER): 42758 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/00a6693d-8de7-454a-9808-b3a9d5932dc5_20250113T18:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. This is [PII] calling from Memorial Hospital Miramar. I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with the eligibility today, ma'am, and can I have a good call back number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] All right, perfect. And the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is going to be, give me one second, outpatient. 02174996 ML 8.
[AGENT][NEUTRAL] You're fine.
[AGENT][POSITIVE] Perfect, thank you so much and give me one moment to get your patient pulled on up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And could you verify for me please the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] It looks like your patient is current and active in an effective date of [PII], and then is there any other information you're needing for eligibility today, ma'am?
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, no, that would be it, just a reference, um, number to the call.
[AGENT][NEUTRAL] Oh yeah, you bet you the reference number is gonna give me, I cannot talk. I'm so sorry. It's gonna be my name, [PII], in today's date.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect [PII] thank you so much for your help.
[AGENT][POSITIVE] Hey, it's my pleasure thank you for calling APL you have a fabulous day.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][NEUTRAL] Bye-bye.