AccountId: 011433970860
ContactId: 2f50189a-a5f5-4494-8a55-64f190c331e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108750 ms
Total Talk Time (AGENT): 63161 ms
Total Talk Time (CUSTOMER): 35559 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2f50189a-a5f5-4494-8a55-64f190c331e7_20250218T21:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Mercy Hospital. I'm needing to verify a patient's coverage and a claim status if possible.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and same status, and may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] It's [PII] and I'm sorry your name was?
[AGENT][NEUTRAL] My name is [PII] last initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02038849.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and it looks like this particular policy was effective [PII] and it terminated [PII]. 0, no, [PII], bear with me just a second, this is too many [PII], my goodness.
[CUSTOMER][NEUTRAL] It's a lot of numbers. I get it. By the end of the day you just start, I don't know.
[AGENT][POSITIVE] Yeah, a lot of twos together. Oh my God.
[CUSTOMER][NEUTRAL] I get it and you're not showing any other coverage.
[AGENT][NEUTRAL] Uh, let me check and see, um, no, no other coverage for this number. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so I appreciate your help. Uh, can I get a reference number for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK thank you bye. Nope, that's it.
[AGENT][POSITIVE] Is there anything else? You're welcome. Have a good day, Ms. [PII]. All right. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.