AccountId: 011433970860
ContactId: 5a6704d7-42a4-4e7d-b8fd-a75aaadebe93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200240 ms
Total Talk Time (AGENT): 65722 ms
Total Talk Time (CUSTOMER): 77211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5a6704d7-42a4-4e7d-b8fd-a75aaadebe93_20250604T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello? Yes, hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, and you?
[AGENT][NEUTRAL] I believe so, um.
[CUSTOMER][NEUTRAL] Hello miss.
[CUSTOMER][NEUTRAL] So, um
[AGENT][NEGATIVE] It is a little bit difficult to hear you.
[CUSTOMER][NEUTRAL] Sure is a little bit.
[CUSTOMER][POSITIVE] And, and now it's better, it's better now, hello?
[AGENT][POSITIVE] Yeah, uh, what can we help you with today?
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] OK. Uh, my name is [PII]. I'm calling you from Jackson Memorial Hospital. And I'll only need to check, um, eligibility for one of your patients, OK?
[AGENT][NEUTRAL] OK, yeah, I can check eligibility. I'm sorry, what did, uh, could you repeat your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, [PII], uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] OK, thank you. And then uh do you have the policy number?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK. Um 02556461.
[CUSTOMER][NEUTRAL] Letter [PII] Lima 8 at the end, OK?
[AGENT][NEUTRAL] Yeah, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They offer
[AGENT][NEUTRAL] And do you have the, mhm.
[CUSTOMER][POSITIVE] Yes, yes, go ahead.
[AGENT][NEUTRAL] No, go ahead with that date of birth, sorry.
[CUSTOMER][NEUTRAL] Uh, May.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, thank you. May I please know um your name one more time please?
[AGENT][NEUTRAL] Alright, it's [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, may I please get any call reference number, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, um, so my last initial is A.
[CUSTOMER][POSITIVE] A as in Alpha. OK, thank you.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you and thank you so much for your help today and hope and I hope that you're having a wonderful day, OK? Thank you.
[AGENT][POSITIVE] Thank you. You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you.