AccountId: 011433970860
ContactId: 56700f53-c2e9-43b9-bb02-7e7d43d7273c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110970 ms
Total Talk Time (AGENT): 44491 ms
Total Talk Time (CUSTOMER): 67210 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/56700f53-c2e9-43b9-bb02-7e7d43d7273c_20250611T13:17_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Memorial 24/7 Emergency Care Center. I just need to verify patient's eligibility.
[AGENT][NEUTRAL] All right, now I can verify eligibility and benefits, no worries. What's the uh policy number? Do we have that?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] One second, try to pull the card back up. Excuse me, sorry, um, I have 02509840.
[AGENT][NEUTRAL] All right. And then for documentation, do you have a callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] Thank you. And then what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date on here is [PII]. We're the member's secondary insurance, so this covers deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] OK, and is there a call reference number?
[AGENT][NEUTRAL] Mhm. Call reference is my name with today's date. My name again is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] OK, that is all I need. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.