AccountId: 011433970860
ContactId: 410425f1-9610-4cfa-825c-83ec2bd5eae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150289 ms
Total Talk Time (AGENT): 50473 ms
Total Talk Time (CUSTOMER): 55673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/410425f1-9610-4cfa-825c-83ec2bd5eae4_20250423T14:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the Saint Peter's University Hospital. I would like to verify eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. I didn't catch your name. What was that?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], OK. Uh, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I have a policy of 02453278.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth of
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, let's see, I pulled up a different name. Let me try that policy number one more time. I may have typed something wrong.
[CUSTOMER][NEUTRAL] OK, I'm showing 02 let me go back to the screen.
[CUSTOMER][NEUTRAL] They have a policy number of 02453271.
[AGENT][NEUTRAL] OK, now I've got it. OK, uh, uh, what was that birth date again? I'm sorry.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And you needed eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] OK, and can I verify I'm showing a group number of 256-88.
[AGENT][POSITIVE] Uh, that is correct.
[CUSTOMER][NEUTRAL] OK, and is [PII] the policy holder?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And can you give me a claims address, please?
[AGENT][NEUTRAL] Yes, claims address is [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] OK. OK, thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] That uh-huh.
[CUSTOMER][POSITIVE] You too thank you bye.