AccountId: 011433970860
ContactId: 068c47fa-ae8b-4723-870c-31bfa2c9c3fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232910 ms
Total Talk Time (AGENT): 64296 ms
Total Talk Time (CUSTOMER): 100791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/068c47fa-ae8b-4723-870c-31bfa2c9c3fa_20250121T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII] calling from my patient registration over at Memorial Regional.
[CUSTOMER][NEUTRAL] Um, I just had a quick question. Um, I need to verify one of the patients, well, one of our mutual patients eligibility with your insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can help you with eligibility. [PII], can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I could barely hear you, my dear I'm so sorry.
[CUSTOMER][NEGATIVE] You're breaking up really bad.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Oh no, I'm sorry. Um.
[CUSTOMER][NEUTRAL] this
[AGENT][NEUTRAL] Can you give me your call back number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, what did you say? I'm sorry, what what did you say?
[AGENT][NEUTRAL] Hello? Can you hear me? Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was asking for the callback number.
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] the primary.
[AGENT][NEUTRAL] Thank you and what is the patient's name?
[CUSTOMER][NEUTRAL] [PII] is the first name [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] The date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, what is S [PII]'s policy number?
[CUSTOMER][NEUTRAL] Um, the policy number, give me one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So she has 21 for in hospital and one for outpatient. Does it matter which one?
[AGENT][NEUTRAL] Either one is fine.
[CUSTOMER][NEUTRAL] OK, it's gonna be 024.
[CUSTOMER][NEUTRAL] 73241.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK thank you let me pull her up real quick and check the eligibility.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] is active. Her effective date is for [PII].
[CUSTOMER][NEUTRAL] Mhm and she's fully active you said right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, my dear, and what is your name? [PII], right?
[AGENT][NEUTRAL] My name is, yes.
[CUSTOMER][NEUTRAL] And the first letter of your last name, the initial?
[AGENT][NEUTRAL] It, it is [PII]
[CUSTOMER][NEUTRAL] OK, could I get a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Today's day? OK.
[CUSTOMER][NEUTRAL] You're not able to generate any, right?
[AGENT][NEUTRAL] Generate
[CUSTOMER][NEUTRAL] Like, like you're able to like um generate any.
[CUSTOMER][NEUTRAL] Number for the call?
[AGENT][NEUTRAL] No, you just use my name today's date.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.