AccountId: 011433970860
ContactId: 3df066ce-71e8-495f-8fb0-ae5c509dfcb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116449 ms
Total Talk Time (AGENT): 44893 ms
Total Talk Time (CUSTOMER): 56495 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3df066ce-71e8-495f-8fb0-ae5c509dfcb3_20250430T19:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], my name is [PII] and I'm calling from Dignity Health Saint Rose Hospital out of [PII]. I just need to verify eligibility.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My direct number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02576616.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And this is an indemnity plan?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Any plan, OK, and I'm showing on the card the electronic payer ID on that is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And is there a call reference for the call, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Excellent. Thank you so much. You have a good afternoon.
[AGENT][POSITIVE] You're welcome, [PII]. You also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][POSITIVE] No, that's it. Thanks.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.