AccountId: 011433970860
ContactId: 138afef6-3678-43ec-bbc3-2b565365382d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129089 ms
Total Talk Time (AGENT): 53968 ms
Total Talk Time (CUSTOMER): 42301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/138afef6-3678-43ec-bbc3-2b565365382d_20250205T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Maryview Medical Center. I'm called to verify benefits on a patient or eligibility on a patient. I'm sorry.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility for a patient. Can I please get your call back number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII] and her last name is [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And also [PII]'s policy number, please.
[CUSTOMER][NEUTRAL] 24 excuse me 02458169.
[AGENT][POSITIVE] OK thank you I appreciate that. Let me look her up real quick for us.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and this claim goes to [PII]?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] Yes, is that the um is that the um address that's on the back of the card?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am, that's where you would send it to.
[CUSTOMER][NEUTRAL] OK, and is there a reference call number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Great. [PII], thank you. You have a nice afternoon.
[AGENT][POSITIVE] You too, Ms. [PII] thank you very much for calling APL.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] All right, bye-bye.