AccountId: 011433970860
ContactId: 68b00ea3-ca50-4816-9ddf-936c11b1239f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133320 ms
Total Talk Time (AGENT): 46301 ms
Total Talk Time (CUSTOMER): 56224 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/68b00ea3-ca50-4816-9ddf-936c11b1239f_20250217T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, my name is [PII] here at Memorial Hospital Preservices. I was just hoping to speak with you regarding, um, sorry, regarding eligibility of a member, please.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility uh can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Um, and let me see.
[CUSTOMER][NEUTRAL] Policy number is 02415262 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] OK thank you I appreciate you giving me that information. Let me look her up real quick.
[AGENT][NEUTRAL] OK, I do find [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you for that. And Miss [PII], are you able to provide me
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] A reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Again, thank you for the assistance and the information you provided today [PII] you have a wonderful day.
[AGENT][POSITIVE] You too [PII] thank you for calling APL you have a blessed one bye bye.
[CUSTOMER][NEUTRAL] Bye.