AccountId: 011433970860
ContactId: 23c14b18-be3b-4d39-8f02-be899556d5ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115379 ms
Total Talk Time (AGENT): 49640 ms
Total Talk Time (CUSTOMER): 40382 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/23c14b18-be3b-4d39-8f02-be899556d5ed_20250404T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling from Memorial Hospital in [PII]. And I wanted to check on benefits or eligibility for a member. Um, she's coming in, uh, tomorrow. Can you help me with that?
[AGENT][NEUTRAL] I sure can, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you very much and what is the policy number?
[CUSTOMER][NEUTRAL] It is 226-3201.
[AGENT][POSITIVE] OK, I have that as 226-3201 thank you.
[AGENT][NEUTRAL] Verify that patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, it's [PII], [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for eligibility and outpatient benefits. Give me one moment please, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you. Now this particular policy shows that it termed as of [PII]. Please bear with me. Let me just check to see if there's an active policy for this member, please.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Of course you're welcome.
[AGENT][NEUTRAL] And I do apologize I did not show an active policy on file for the member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Sounds good, [PII]. [PII], would you be able to provide me with the reference number for the call?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, we do not use reference numbers sign in, but you can use my name and today's date, and my last initial is [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much for your help today. You have a great weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, Ms. [PII], thanks for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye bye.