AccountId: 011433970860
ContactId: 2fbf0799-12da-48d8-8634-cce8d63156b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86989 ms
Total Talk Time (AGENT): 40337 ms
Total Talk Time (CUSTOMER): 32566 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/2fbf0799-12da-48d8-8634-cce8d63156b2_20250117T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling from Spiro Clinton Hospital. Check-in eligibility for a member, please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 223-0091.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] All right and still active?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right, and um can you spell your first name for me please?
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] And reference number if you have one?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. That's so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That was all that I needed today, thank you very much [PII]. I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You also thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.