AccountId: 011433970860
ContactId: 03823073-b590-4980-9056-ca5360254c49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125650 ms
Total Talk Time (AGENT): 74991 ms
Total Talk Time (CUSTOMER): 52272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/03823073-b590-4980-9056-ca5360254c49_20250318T13:10_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning Miss [PII]. This is [PII] calling from Medical University Hospital. Can you help me to verify eligibility on a patient?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with the eligibility. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 023893887.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] All right, thank you, and I can help you with that eligibility for [PII], I'm showing that her policy is active with the effective date of [PII], and this is a secondary policy to the policyholders' Major Medical.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, can you confirm the, uh, billing claims address for me?
[AGENT][NEUTRAL] Sure, it is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII], I'm sorry, [PII].
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][POSITIVE] [PII] no you're good you're good.
[AGENT][NEUTRAL] That was the only one cup of coffee given address. I need to get another.
[CUSTOMER][NEUTRAL] Listen, you're lucky. I haven't, I haven't even had one yet, so you beat me.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] You better hurry, [PII].
[CUSTOMER][NEUTRAL] I know, I know, I know, is there a reference number, Ms. [PII]?
[AGENT][NEUTRAL] My reference number is my name in today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I hope you have a good day.
[AGENT][POSITIVE] I hope you do too, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][NEUTRAL] Bye-bye.