AccountId: 011433970860
ContactId: 3cbebdcf-4919-45cd-84fa-f2c2e4738535
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163600 ms
Total Talk Time (AGENT): 52128 ms
Total Talk Time (CUSTOMER): 63795 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/3cbebdcf-4919-45cd-84fa-f2c2e4738535_20250318T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling um from Tner Georgetown Memorial Hospital. I was calling to confirm eligibility on a mutual customer.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] I'm sorry.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] I give that this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do. Policy number is.
[CUSTOMER][NEUTRAL] 109,860
[CUSTOMER][NEUTRAL] 019. I'm sorry, 019.
[CUSTOMER][NEUTRAL] 86034
[AGENT][POSITIVE] OK, I'm so sorry. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can it's 01986034.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling from Memorial Hospital?
[CUSTOMER][NEUTRAL] Yes, Tyler Georgetown Memorial Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, let me see if I have a new policy because this one is terminated. Bear with me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Ms. [PII], I don't have a new policy for this member. This one was terminated [PII].
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK, alright, and your name again? [PII]?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that is all. Thank you. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] You can put in a note.