AccountId: 011433970860
ContactId: 20d14df6-2d7c-414f-be56-cfdd8d7abd42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137740 ms
Total Talk Time (AGENT): 45340 ms
Total Talk Time (CUSTOMER): 53301 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/20d14df6-2d7c-414f-be56-cfdd8d7abd42_20250612T13:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Homestead Hospital emergency room. I need to verify eligibility for a member that was here yesterday.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 02549485
[AGENT][POSITIVE] OK, and to repeat, I have that as 02549485. Thank you.
[CUSTOMER][NEUTRAL] 02549485, yes.
[AGENT][NEUTRAL] To verify the patience for you.
[CUSTOMER][NEUTRAL] Name is [PII]
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII] I'm sorry [PII].
[AGENT][POSITIVE] Thank you very much for that verification and you're calling for eligibility. Would you need benefits as well?
[CUSTOMER][NEGATIVE] Oh this connection is bad. I'm sorry.
[CUSTOMER][NEUTRAL] Can you repeat that please?
[AGENT][NEUTRAL] Would you need benefits? Yes, would you need benefits as well?
[CUSTOMER][NEUTRAL] no just eligibility.
[AGENT][NEUTRAL] OK, member shows effective as of [PII], this policy shows active.
[CUSTOMER][NEUTRAL] I'm sorry, November what?
[AGENT][NEUTRAL] First.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEGATIVE] Oh my gosh, this is, this is a real mess. The connection is so bad. [PII], you said, or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I got it and you said [PII], right? [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And thank you for calling APL.