AccountId: 011433970860
ContactId: 0da94454-0d4e-4c7e-86b5-6c34356e3df4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116220 ms
Total Talk Time (AGENT): 54065 ms
Total Talk Time (CUSTOMER): 42920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/0da94454-0d4e-4c7e-86b5-6c34356e3df4_20250516T18:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon Ms. [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm with Southwest Mississippi Regional Medical Center and I wanna check a uh some eligibility on a patient please.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[CUSTOMER][NEUTRAL] And the policy number is 931375.
[AGENT][NEUTRAL] Thank you. And do you have a copy of the member's ID card there?
[CUSTOMER][NEGATIVE] I actually do not.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] and that's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this policy is no longer active. Um, it was effective from [PII], and there's been no active policy with APL since then.
[CUSTOMER][NEUTRAL] Alright, and you said your, what did you say your name was? I'm sorry.
[AGENT][NEUTRAL] [PII], it's OK. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.