AccountId: 011433970860
ContactId: 0723b3d9-48c7-42f3-8179-371c41fe6f77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140309 ms
Total Talk Time (AGENT): 50431 ms
Total Talk Time (CUSTOMER): 51273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0723b3d9-48c7-42f3-8179-371c41fe6f77_20250305T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII] and that's direct.
[AGENT][NEUTRAL] OK, thank you Miss [PII] and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Wagner Community Hospital.
[AGENT][NEUTRAL] OK. And may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. Date of birth is [PII], and the member identification number is 02566452.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I may have said all that backwards. I'm so sorry.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] I do show that um [PII] does have an active policy and her effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and it's just the two current there's not an end date or anything.
[AGENT][NEUTRAL] Right, it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And what was your name again? I'm so sorry.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And do we have a reference number for our call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you so much, [PII]. I really appreciate all your time today.
[AGENT][NEUTRAL] It's no problem, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right well you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye, [PII].