AccountId: 011433970860
ContactId: 579fae3a-33b7-47cb-93a9-a67da135f032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82120 ms
Total Talk Time (AGENT): 24263 ms
Total Talk Time (CUSTOMER): 47555 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/579fae3a-33b7-47cb-93a9-a67da135f032_20250211T17:06_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] My name is [PII] from UP I'm sorry. I'm calling from UPMC Presbyterian Shadyside Hospital Claims Department to see if a patient has active coverage.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] A as in apple, F as in Frank, L, M as in monkey, F as in Frank, EA 683.
[CUSTOMER][NEUTRAL] 742-955
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] It's OK, um, but that is not an APL policy number. Um, do you have the card there with you?
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] The patient's been here and gone. So, all right.
[AGENT][NEUTRAL] OK, do you have the member's social?
[CUSTOMER][NEUTRAL] I do not. So, OK, that's all I needed to know. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.