AccountId: 011433970860
ContactId: 192837f1-cfc8-42ef-b95a-f5a553c73c43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106360 ms
Total Talk Time (AGENT): 45738 ms
Total Talk Time (CUSTOMER): 33044 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/192837f1-cfc8-42ef-b95a-f5a553c73c43_20250502T14:25_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] Um, yes, this is [PII]. I'm with Mercy Health System, and I'm trying to verify eligibility on patient, please.
[AGENT][POSITIVE] All right, well, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 01828792.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] 11 7.
[CUSTOMER][NEUTRAL] 11 0 sorry 11 [PII].
[AGENT][NEUTRAL] OK, I was going to correct it. Thank you. And all the information provided is a verification of benefits, not a guarantee of payment. And um I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Alright, and do you have a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much have a good day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all I needed thanks.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mm