AccountId: 011433970860
ContactId: 472c15b9-f7c2-472e-bdd8-3954135429e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180990 ms
Total Talk Time (AGENT): 61108 ms
Total Talk Time (CUSTOMER): 103719 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/472c15b9-f7c2-472e-bdd8-3954135429e4_20250226T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Memorial Health System in, uh, [PII]. Uh, I am calling to see, uh, verification for a, uh, for a patient here. I could give you the subscriber ID.
[AGENT][NEUTRAL] OK, I can um get the eligibility for you and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] oh OK thank you [PII] and what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see her.
[CUSTOMER][NEUTRAL] Um, yeah, alright, I'm just gonna spell the, uh, the last name it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is um Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] OK, and what is her policy number, please?
[CUSTOMER][NEUTRAL] 928.
[CUSTOMER][NEUTRAL] 381.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] uh lapsed on [PII], so it's no longer active, but I'm checking. I want to see if she does have, she does not have an active policy with us at this time.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's what I figured.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, what, um, so, um, what is the confirmation for this for this call?
[AGENT][NEUTRAL] You can use my name, it's [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] So in today's date which is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] as well.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right thank you very much [PII].
[AGENT][POSITIVE] You're welcome you have a you too [PII], thanks for calling APL.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.