AccountId: 011433970860
ContactId: 68dc2578-2861-4bb6-b0dd-00fd4ebc5e60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142509 ms
Total Talk Time (AGENT): 59115 ms
Total Talk Time (CUSTOMER): 58556 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/68dc2578-2861-4bb6-b0dd-00fd4ebc5e60_20250516T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name's [PII], or good afternoon sorry sorry, my name is [PII] here at Memorial Hospital Preservices. I was hoping you could help me verify eligibility of a member.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes [PII], I can help you with eligibility. May I please get your callback number, sir, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Of course, [PII], no extension.
[AGENT][NEUTRAL] Thank you. And then what is the member's name, date of birth, and policy number?
[AGENT][NEUTRAL] Or the patient, I should say.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah, um, [PII], or let me start with the policy number, um, 02476821.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's for [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, sir. Let me pull that policy in for us real quick.
[AGENT][NEUTRAL] All right. I do show that this policy for Ms. [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check though and see if she has an active policy.
[AGENT][NEUTRAL] She does not at this time, she doesn't have any active policies with our company.
[CUSTOMER][NEUTRAL] Understood. OK, alright, perfect, thank you for the explanation and the information today. I'll go ahead and review with the patient, um, in the meantime, oh, can I have your name and a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect, let me see here.
[CUSTOMER][POSITIVE] And thank you for the help and the information today [PII] have a wonderful day.
[AGENT][POSITIVE] You're very welcome [PII]. You have a good weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye.