AccountId: 011433970860
ContactId: 16ae9e5b-40da-4760-a9d5-1ed7275352d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99519 ms
Total Talk Time (AGENT): 41992 ms
Total Talk Time (CUSTOMER): 42740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/16ae9e5b-40da-4760-a9d5-1ed7275352d2_20250512T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] with Memorial Hospital Pembroke, uh, registration. I'm just calling to verify member eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02064067.
[AGENT][POSITIVE] Thank you so much. One moment and verify the, uh, sorry, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name, first name is [PII]. Last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Um, showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Oh perfect. Is there, is there a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, sir, how do I spell your first name?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, and today's date. All right, thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thanks for calling APL. Have a great day, Miss [PII], uh, Ms. [PII], sorry.
[CUSTOMER][POSITIVE] All right. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] No, no, you're good. All right, bye.