AccountId: 011433970860
ContactId: 59de7b9b-d60f-41b9-ac65-9e0b95577e8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98660 ms
Total Talk Time (AGENT): 43245 ms
Total Talk Time (CUSTOMER): 38170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/59de7b9b-d60f-41b9-ac65-9e0b95577e8a_20250416T13:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from the research department at Memorial Regional Hospital. I was calling to confirm this office required for patients exam.
[AGENT][NEUTRAL] Uh, no, no presets or pre-authorizations are required on any of our policies.
[CUSTOMER][NEUTRAL] OK. And also I needed to confirm eligibility for a patient.
[AGENT][NEUTRAL] Certainly, and [PII], what is your callback number if we were disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02478743M as in Mary L as in Lima.
[AGENT][NEUTRAL] OK, and to repeat and confirm I have that as 02478743 ML.
[AGENT][NEUTRAL] [PII], verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you very much for verification and eligibility for her shows effective as of [PII] and this policy currently shows active.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for confirming that. Is there a call reference number available?
[AGENT][NEUTRAL] You're welcome. We do not use call reference numbers, but you can use my name [PII] last initials [PII] and today's date. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL take care bye.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.