AccountId: 011433970860
ContactId: 5575528f-db8a-4564-a1f6-6406b9db45d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87089 ms
Total Talk Time (AGENT): 41638 ms
Total Talk Time (CUSTOMER): 37541 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/5575528f-db8a-4564-a1f6-6406b9db45d5_20250117T16:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Holy Cross Hospital. Just calling to see if the patient's plan is active.
[AGENT][NEUTRAL] OK, I can definitely confirm the eligibility for you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] is the direct line. Uh, policy number is 01877140ML.
[CUSTOMER][NEGATIVE] B oh no, MLA.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, thank you. Hold on one moment, I'm just pulling up the policy.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And do you give reference numbers or just your name and date?
[AGENT][NEUTRAL] Um, it'll be my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That'll do it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.