AccountId: 011433970860
ContactId: 24456f34-c3b6-44ae-ab16-55bd2c077ca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104599 ms
Total Talk Time (AGENT): 44579 ms
Total Talk Time (CUSTOMER): 35930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/24456f34-c3b6-44ae-ab16-55bd2c077ca1_20250424T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, uh, my name is [PII] and I'm with Saint Francis Hospital, and I am just trying to, uh, verify eligibility for a patient that is coming in.
[AGENT][NEUTRAL] OK, sure. Yes, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, Miss. [PII]?
[CUSTOMER][NEUTRAL] Uh, Saint Saint Francis Hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02251768.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm it's [PII] uh [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] All right, that is what I needed. um, can I get a call reference number from you?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like.
[CUSTOMER][POSITIVE] OK great thank you so much and I appreciate your help.
[AGENT][POSITIVE] You're welcome, you as well. Have a good day Miss [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.