AccountId: 011433970860
ContactId: 18c1e1dd-1a2f-44a4-99f1-72831c7a3a65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127500 ms
Total Talk Time (AGENT): 67841 ms
Total Talk Time (CUSTOMER): 34697 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/18c1e1dd-1a2f-44a4-99f1-72831c7a3a65_20250307T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] calling from Edward W. Sparrow Hospital, checking eligibility for a member.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] And it's [PII]?
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] 15744449.
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And I can help you with eligibility for [PII]. Now the policy number that you gave me is actually an old policy that termed on 8122.
[AGENT][POSITIVE] They do have active coverage under another policy number and I will be happy to provide you with that active policy information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The active as well as of 8122.
[AGENT][NEUTRAL] The active policy number is 223.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' major medical.
[CUSTOMER][NEUTRAL] OK, and it started on 8122. OK, is there a reference number for our call then?
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] It was a pleasure to assist you with that eligibility for [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That was all that I needed today, thank you very much for your help I appreciate it.
[AGENT][POSITIVE] And thank you, [PII], for calling APL. I hope you have a lovely weekend.
[CUSTOMER][POSITIVE] You also thank you very much.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.