AccountId: 011433970860
ContactId: 3f7e383f-ff66-49af-aedc-91e338dbbe87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117040 ms
Total Talk Time (AGENT): 29759 ms
Total Talk Time (CUSTOMER): 45818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3f7e383f-ff66-49af-aedc-91e338dbbe87_20250123T21:56_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, hello, this is [PII]. I'm calling from Memorial Hospital's free services to see if a patient's plan is active.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you repeat your name for me again and the callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And what is the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Sure, uh, the policy number is 01887181 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Correct, no well I'm calling to see if this is an active plan.
[AGENT][NEUTRAL] So the member's policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And um let's see, OK.
[CUSTOMER][NEUTRAL] Alright, perfect. May I have your name and a reference number for the call?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference. We don't provide reference numbers.
[CUSTOMER][POSITIVE] All right perfect thank you enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well. Goodbye.