AccountId: 011433970860
ContactId: 0432f004-01c3-4570-897b-c04cbe748d46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83839 ms
Total Talk Time (AGENT): 43931 ms
Total Talk Time (CUSTOMER): 25071 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0432f004-01c3-4570-897b-c04cbe748d46_20250123T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Memorial Hospital. I was calling to verify members' benefits and eligibility, please.
[AGENT][POSITIVE] All right, [PII], I'm happy to verify eligibility and benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 1416572 M as in Mary, L as in Leo, number 8.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. Uh, patient plan is active. Uh, effective date is [PII]. We are the secondary insurance, so this is gonna cover copay, uh, deductible and co-insurance of primary does not.
[CUSTOMER][NEUTRAL] And do you happen to have a reference number?
[AGENT][NEUTRAL] Absolutely, that's going to be my name with my last initial in today's date. My name again is [PII], last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. Have a good day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.