AccountId: 011433970860
ContactId: 12b7efec-0e56-4d5c-a3c4-9389fef10024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140360 ms
Total Talk Time (AGENT): 53149 ms
Total Talk Time (CUSTOMER): 52578 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/12b7efec-0e56-4d5c-a3c4-9389fef10024_20250312T14:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling HoyTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] We have oh.
[CUSTOMER][NEUTRAL] Hi, this is [PII] at South Central Regional Medical Center. I was calling to see, uh, um, about, uh, if I could get eligibility on one of y'all's pro um members. I'm sorry.
[AGENT][NEUTRAL] OK, I can help you with eligibility. [PII]. Can I please get your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, so the first name of the patient is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's gonna be 024685559.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Careful.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK I do show that this policy is an individual policy.
[AGENT][NEUTRAL] And [PII] is no longer covered under the policy.
[CUSTOMER][NEUTRAL] So it's inactive right now?
[AGENT][NEUTRAL] For her, yes.
[CUSTOMER][NEUTRAL] Is mom covered?
[AGENT][NEUTRAL] Mom is covered.
[CUSTOMER][NEUTRAL] It should be McCarty. OK. OK, so mom's covered that means baby's covered, no?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and that effective date is [PII].
[CUSTOMER][POSITIVE] Alright thank you thank you so much.
[AGENT][POSITIVE] You're very welcome I hope you have a great day is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am, and I hope you have a good day as well.
[AGENT][POSITIVE] Uh, thank you, [PII]. Thanks for calling APL. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] I literally said.