AccountId: 011433970860
ContactId: 5a302fd7-0b15-4b90-94e4-faa1a821e1a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183300 ms
Total Talk Time (AGENT): 82357 ms
Total Talk Time (CUSTOMER): 51269 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/5a302fd7-0b15-4b90-94e4-faa1a821e1a1_20250521T20:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Memorial Preservices department. I was trying to check a patient's um eligibility.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] It's 02184850, M as in Mary, L as in Lima 7.
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Oh let me go.
[AGENT][NEUTRAL] We'll see anybody by that name or date of birth over that policy number. Give me that policy number one more time, [PII]. Let me just double check it.
[CUSTOMER][NEUTRAL] 02184850 ML 7.
[AGENT][NEUTRAL] And that date of birth was [PII].
[CUSTOMER][NEUTRAL] Yes, um, she did say it is under her husband's.
[AGENT][NEUTRAL] Let me go look. Well, what is her name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me just try to find her name, so hang on just a second.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh yeah, I see another policy. Uh, let me get this one pulled up. Let's see.
[AGENT][NEGATIVE] Well, she does have a different policy number and I do see her on the policy, but I do see that there's no active coverage here at all. They terminated their supplemental plan here on [PII]. She has nothing active here at all.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well, I'll let her know.
[AGENT][POSITIVE] All [PII]. Was that all that I can help for you. Yes, ma'am. Is that all I can help you with?
[CUSTOMER][POSITIVE] Alrighty thank you.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alrighty, [PII], but thanks for calling APO and you have a great rest of your day, OK?
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, ma'am.