AccountId: 011433970860
ContactId: 5472bd69-2727-44f3-b1b2-cdc7b9bc9afe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166589 ms
Total Talk Time (AGENT): 59857 ms
Total Talk Time (CUSTOMER): 50906 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/5472bd69-2727-44f3-b1b2-cdc7b9bc9afe_20250516T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from Memorial Same Day Surgery Center, and I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 0177.
[CUSTOMER][NEUTRAL] 372.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] M like Mike. L like Lima 9.
[AGENT][NEUTRAL] OK, thank you. Give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do, yes, [PII] and it'll be direct.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, this is for.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, moment.
[AGENT][NEUTRAL] Uh, show that policy number you gave, um, it terminated on [PII]. However, I do show an active policy, and I can give you that number when you're ready.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let me update that [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what's the the new one?
[AGENT][NEUTRAL] It's the policy number is 2521637.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the effective date, um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, showing the effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what is your name again? I missed it in the beginning. I'm sorry.
[AGENT][NEUTRAL] Uh, I'm sorry, it's [PII] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And do you have a reference number or is it just your name and date?
[AGENT][NEUTRAL] Uh, you can use my name in today's date if you like.
[CUSTOMER][POSITIVE] Perfect all right thank you so much I appreciate your help.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL and you have a great rest of your day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Welcome to our survey.