AccountId: 011433970860
ContactId: 2fc6c9e3-e9b3-490d-8cb3-a5c57c7cca22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110980 ms
Total Talk Time (AGENT): 53628 ms
Total Talk Time (CUSTOMER): 55074 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/2fc6c9e3-e9b3-490d-8cb3-a5c57c7cca22_20250130T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, Ms. [PII]. My name is [PII]. I'm calling from Holy Holy Cross Urgent Care. I'm needing to get eligibility please for one of our patients.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with that eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient, please, ma'am?
[CUSTOMER][POSITIVE] Oh yeah it was great.
[CUSTOMER][NEUTRAL] Mm OK, so the policy number that I have here is 0228.
[CUSTOMER][NEUTRAL] 4031 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] Patient's name is Miss [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII]. I'm showing that her policy is active. The effective date is [PII], and this is a secondary policy to her major medical coverage. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so it does cover for urgent care, right?
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right perfect and I'm sorry, may I have a um is there authorization number or reference number for this call?
[AGENT][NEUTRAL] Reference, Sure, reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to help you with those benefits, and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right you as well thank you so much, Ms. [PII].
[AGENT][POSITIVE] Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.