AccountId: 011433970860
ContactId: 30a04cb8-d5bc-4c2b-b4d2-e7f318b455a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153539 ms
Total Talk Time (AGENT): 66728 ms
Total Talk Time (CUSTOMER): 61708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/30a04cb8-d5bc-4c2b-b4d2-e7f318b455a6_20250129T21:19_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning, uh, sorry, good afternoon. My name is [PII]. I'm here at Memorial Hospital Preservices. I'm trying to verify eligibility of a member.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, [PII], I'd love to help you with eligibility, and do you mind if I snag a quick callback number from you?
[CUSTOMER][NEUTRAL] Sure, [PII], no extension.
[AGENT][NEUTRAL] Perfect and what's the member's ID number we're looking at today?
[CUSTOMER][NEUTRAL] So it's gonna be a 142-885-6 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Perfect, thank you. Let me get that pulled up for you.
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] All right, I appreciate your patience, [PII], and if you could verify your member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, I do see her here. Thank you so much. It looks like, hold on one second.
[AGENT][NEUTRAL] Alright, yeah. It looks like that policy is no longer active, but she does have an updated active policy with us. Can I give you that policy number?
[CUSTOMER][POSITIVE] Yes, please. I'm ready.
[AGENT][NEUTRAL] Alright, I have 02518163.
[AGENT][NEUTRAL] And she has been current in a.
[CUSTOMER][NEUTRAL] Because that there's no
[AGENT][POSITIVE] Oh, I'm sorry?
[CUSTOMER][NEUTRAL] Sorry to cut you off. I was just saying there's no numbers I mean no uh letters sorry in there.
[AGENT][NEUTRAL] No, um, we actually, we don't actually use the, the letters on it. I'm so sorry we just use the numbers before the letters.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No problem perfect.
[AGENT][NEUTRAL] But she's been current and active with us since [PII] with this policy.
[CUSTOMER][NEUTRAL] Got you, got you on the [PII] 2024. Alright, perfect. Thank you for the information and the assistance today, [PII]. That was my only question. By any chance, can you provide a reference number for this call?
[AGENT][POSITIVE] Yeah, absolutely. It's just my name, [PII], my last initial B like [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect again thank you for the assistance and the information have a wonderful day.
[AGENT][POSITIVE] My pleasure, thanks you too. Take care, [PII].