AccountId: 011433970860
ContactId: 201e4d97-c76f-4b28-b151-cf99d9f10f94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73360 ms
Total Talk Time (AGENT): 36729 ms
Total Talk Time (CUSTOMER): 27849 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/201e4d97-c76f-4b28-b151-cf99d9f10f94_20250610T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] with Saint Joseph's Hospital in [PII]. I was just calling to get eligibility for a patient coming in for outpatient surgery.
[AGENT][NEUTRAL] All right, [PII], happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, we have 02541657.
[AGENT][NEUTRAL] Thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Patient is active. Effective date on here is [PII]. We are the members' secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And then just a reference number for this call then?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with today's date. My name is [PII], that's [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright and I do thank you [PII], for giving me this information and you have a wonderful day then.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.