AccountId: 011433970860
ContactId: 7023f487-c14e-4abf-87c4-6f22ca55f0f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113279 ms
Total Talk Time (AGENT): 47937 ms
Total Talk Time (CUSTOMER): 44013 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/7023f487-c14e-4abf-87c4-6f22ca55f0f7_20250417T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm with uh Lakeside Hospital just calling for eligibility.
[AGENT][NEUTRAL] Alright, [PII], I'm happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02463395.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is.
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] Thank you. And then her date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Uh, so patient is active. The effective date for [PII] is gonna be [PII]. We are the member of secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK and uh what is your name again?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK, and is there a last initial first initial last name, whatever.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Thank you. And is there a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am. Call reference is my name with my last name initial and then just today's date of [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I thank you very much for verifying that for me.
[AGENT][POSITIVE] You're welcome. Have a good night.
[CUSTOMER][POSITIVE] You have a great day bye.