AccountId: 011433970860
ContactId: 313371cd-bab0-4f6c-a1ed-bf69e362a2e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105879 ms
Total Talk Time (AGENT): 53400 ms
Total Talk Time (CUSTOMER): 38655 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/313371cd-bab0-4f6c-a1ed-bf69e362a2e7_20250203T15:21_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] Hi [PII], my name is [PII] and I'm calling from Saint Mary's Regional Medical Center. I need to verify um a member's benefits, please.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII] and that's my direct line.
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Sure, it's going to be 01888636.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number, I mean, sorry, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] All right, thank you. And I understand you need an eligibility for [PII]?
[CUSTOMER][POSITIVE] And benefits please.
[AGENT][NEUTRAL] And benefits. All right, I can help you with that. Now, actually, [PII], his policy is no longer active as of [PII].
[CUSTOMER][POSITIVE] Oh, OK, no, no problem. Great, thank you for that, [PII]. And is there a reference number for this call?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that eligibility for [PII]. Thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you so much for your help. I do appreciate it.
[AGENT][POSITIVE] My pleasure. Thank you, [PII]. Take care.
[CUSTOMER][NEUTRAL] You too bye bye.