AccountId: 011433970860
ContactId: 274749d4-8e01-4e44-94f4-6f7e48b6f275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142399 ms
Total Talk Time (AGENT): 52598 ms
Total Talk Time (CUSTOMER): 43387 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/274749d4-8e01-4e44-94f4-6f7e48b6f275_20250519T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] and I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] This patient was seen at Hayes, Ascension seen in Hayes.
[AGENT][NEUTRAL] OK. And then may I also get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, give me one sec. I'm sorry.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, policy number I have is 02622726.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth I have is [PII].
[AGENT][POSITIVE] OK, thank you so much for that information. I do show that this policy for [PII] is active. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] OK. And the claims go to [PII], correct?
[AGENT][POSITIVE] Yes, ma'am. You're right.
[CUSTOMER][NEUTRAL] And can I get your name again? I'm sorry.
[AGENT][NEUTRAL] Yes, my name's [PII]
[CUSTOMER][NEUTRAL] OK. And do you have a reference number by any chance?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. That's all I need.
[AGENT][POSITIVE] You're welcome. You have a good day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye-bye.