AccountId: 011433970860
ContactId: 68f77465-d904-4ce4-99e9-8d9754898914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104449 ms
Total Talk Time (AGENT): 41689 ms
Total Talk Time (CUSTOMER): 48117 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/68f77465-d904-4ce4-99e9-8d9754898914_20250624T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work here at Flatel Memorial East Hospital. I was hoping you could help me verify members' eligibility.
[AGENT][NEUTRAL] Sure, I can verify eligibility for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number is 021-785-558.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, um, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII] verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] That'd be [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing effective date of [PII], policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, it's still active, OK, and what was your name again?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ms. [PII], do you have a call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright bye bye.