AccountId: 011433970860
ContactId: 49cfaea5-dd6c-44b2-8f34-0f9d3ac04ab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135220 ms
Total Talk Time (AGENT): 42425 ms
Total Talk Time (CUSTOMER): 41667 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/49cfaea5-dd6c-44b2-8f34-0f9d3ac04ab8_20250421T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I am calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit.
[AGENT][NEUTRAL] Of course, eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, I have policy number 016118.
[CUSTOMER][NEUTRAL] 92
[CUSTOMER][NEUTRAL] M as in Michael, L as in Lima, and the number 8.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what is your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII], and my callback number is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and it looks like the policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and is there a group name with the policy?
[AGENT][NEUTRAL] It looks like it's City of Homestead.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] 22392.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And you said your name is [PII]?
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][POSITIVE] Alright, I thank you for your time today.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] All right, yeah, of course. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] All right, bye.