AccountId: 011433970860
ContactId: 0df39f79-e55e-410c-997e-f33bb523c7a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152729 ms
Total Talk Time (AGENT): 41649 ms
Total Talk Time (CUSTOMER): 67769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0df39f79-e55e-410c-997e-f33bb523c7a2_20250127T17:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] calling on behalf of Saint Francis Medical Center. I just want to verify the patients.
[CUSTOMER][NEUTRAL] Eligibility status.
[AGENT][NEUTRAL] OK. And what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do have it.
[CUSTOMER][NEUTRAL] I you know what is, oh my God.
[CUSTOMER][NEUTRAL] 01375442. Ouch.
[AGENT][NEUTRAL] 0137544
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] 2. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, the others out there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] May I have the reference number for today's call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use your, use my name and today's date. I'm sorry.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] No future term date, but the policy is still active, no future term date, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.