AccountId: 011433970860
ContactId: 176061bf-c523-4dad-b9f1-abdf083c4af3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128300 ms
Total Talk Time (AGENT): 54938 ms
Total Talk Time (CUSTOMER): 35323 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/176061bf-c523-4dad-b9f1-abdf083c4af3_20250321T20:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I um was calling to verify a patient's insurance.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I should C like Charlie.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what's the name of the facility that you're calling from from my location?
[CUSTOMER][NEUTRAL] Memorial Regional Hospital.
[AGENT][NEUTRAL] And my
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, 02588456.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK, perfect. um.
[CUSTOMER][NEUTRAL] I'm so sorry I didn't catch your name in the beginning.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, perfect. And um.
[CUSTOMER][NEUTRAL] Is there a reference number for the call or no?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today date if you will. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that was all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you