AccountId: 011433970860
ContactId: 3b298c5a-893b-4db2-b19f-3d5acbb01b15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217839 ms
Total Talk Time (AGENT): 76865 ms
Total Talk Time (CUSTOMER): 66600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3b298c5a-893b-4db2-b19f-3d5acbb01b15_20250217T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, excuse me, this is [PII] with Mercy Clinic, and I was calling to check on eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 023299-90
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I do not show her under this policy number. And what's her name again?
[AGENT][NEUTRAL] Said [PII]
[CUSTOMER][NEUTRAL] Um, first name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And her date of birth again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what state is she from?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't show them in the system. Are you showing, uh, do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Uh, I don't think so, but let me go back and double check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, no card.
[AGENT][NEUTRAL] OK. Do you show policyholder's name? because I'm assuming this is a child.
[CUSTOMER][NEUTRAL] Uh, the policy holder is um.
[CUSTOMER][NEUTRAL] Uh first name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII], that's one word.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Because that number you gave initially, I showed that person but I didn't see uh.
[AGENT][NEUTRAL] [PII] in here and looks like their policy terminated with us on
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], but I don't show that the child was ever added on to the plan.
[CUSTOMER][NEUTRAL] OK, alright, and what was your name again?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK, and do y'all give reference numbers?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK great OK thanks for your help.
[AGENT][POSITIVE] Oh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.