AccountId: 011433970860
ContactId: 02dc8117-40e6-4204-b0be-cd5aa4ecc9ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113860 ms
Total Talk Time (AGENT): 40750 ms
Total Talk Time (CUSTOMER): 45917 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/02dc8117-40e6-4204-b0be-cd5aa4ecc9ca_20250115T14:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] and I'm calling with Memorial Herman Verification department. I'm just trying to verify eligibility for one of our patients.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with [PII], Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, that will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. That will be 01612917.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] I'm gonna spell the last name because I don't know how to pronounce it. It's [PII] Date of birth, uh [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Ms. [PII]. All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to do the major medical.
[CUSTOMER][POSITIVE] Perfect, thank you so much and just to confirm the claims address is the [PII], right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, [PII], yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. We'll get that claim submitted. Have a good rest of your day.
[AGENT][POSITIVE] You as well, Miss [PII], and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.