AccountId: 011433970860
ContactId: 2b9f8231-313d-4b38-a069-acff7d7b8794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146630 ms
Total Talk Time (AGENT): 48660 ms
Total Talk Time (CUSTOMER): 68934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/2b9f8231-313d-4b38-a069-acff7d7b8794_20250331T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to inquire about eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. What is your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Ensemble Health Partners or no, I'm sorry, Butler Memorial Hospital, so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, [PII]. The first name is [PII] and I'm gonna have to spell the last name to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Group number.
[AGENT][NEUTRAL] Uh, do you see the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Might start with a 01 or 02.
[CUSTOMER][NEUTRAL] Uh yes, it is 01.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 660.
[CUSTOMER][NEUTRAL] 293.
[CUSTOMER][NEUTRAL] M as in meter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] L as in liter and then the number 8.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of the policy is [PII].
[CUSTOMER][POSITIVE] Perfect. That is all I needed. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, ma'am, you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.