AccountId: 011433970860
ContactId: 50b73bf1-be8a-4222-9f0b-9ab6eaa75fcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134190 ms
Total Talk Time (AGENT): 45979 ms
Total Talk Time (CUSTOMER): 55410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/50b73bf1-be8a-4222-9f0b-9ab6eaa75fcc_20250219T23:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify a member eligibility.
[CUSTOMER][NEUTRAL] For a patient?
[AGENT][NEUTRAL] OK, I can, yes, I can help you with eligibility. Can I get your name and your call number?
[CUSTOMER][NEUTRAL] Yeah, [PII] last name initials is [PII] and then a good callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. So the patient's name is gonna be
[CUSTOMER][NEUTRAL] [PII] and then last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII]. She's a dependent on her mother's policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I have here.
[CUSTOMER][NEUTRAL] 02216497 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] 8122 and that was the correct policy number, correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, perfect. That's, uh, that's all I need for now. Thank you very much. Can I get your name again and the call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] It's [PII] and you can use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you very much. Have a good day.
[AGENT][NEUTRAL] And what is the name of the facility you're calling from [PII]?
[CUSTOMER][NEUTRAL] South Miami Hospital. Do you need the MPA?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] OK perfect take care.
[AGENT][POSITIVE] OK, that's all I need. Thank you so much, [PII]. You have a good rest of your night. Thanks for calling APL.