AccountId: 011433970860
ContactId: 71af305d-07b8-427c-a5b7-1bb71d83ac32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138759 ms
Total Talk Time (AGENT): 59914 ms
Total Talk Time (CUSTOMER): 81798 ms
Interruptions: 1
Overall Sentiment: AGENT=3.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/71af305d-07b8-427c-a5b7-1bb71d83ac32_20250313T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hold.
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Memorial Hospital West. I have a patient that has your gap insurance, and I just wanted to verify it's uh if it's still active, if she still has the coverage.
[AGENT][POSITIVE] It would be my pleasure. Absolutely. I would be my pleasure to help you with that eligibility. What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] Um, one moment please.
[AGENT][POSITIVE] Take your time. It's just in case we get disconnected I can get right back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was just trying to double check which extension this specific phone is.
[AGENT][NEUTRAL] So where are you?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Oh right, it's like, where am I? Which phone is this? Alright, so it should be [PII].
[AGENT][NEUTRAL] Which form am I in?
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] 9403.
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Let me see the policy number um.
[CUSTOMER][NEUTRAL] OK, I only have.
[CUSTOMER][NEUTRAL] Uh, I have an in hospitals benefit number.
[AGENT][NEUTRAL] Inpatient or outpatient. Either one.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, 01678896 ML 7.
[AGENT][POSITIVE] Perfect. Thank you. And [PII], what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] what is it.
[CUSTOMER][NEUTRAL] Her name is [PII], and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with that eligibility. I'm showing that [PII]'s policy is active. The effective date is [PII], and this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] here.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] Excellent thank you, no, that was everything I needed to confirm thank you so much for your time.
[AGENT][POSITIVE] My pleasure, [PII], for to help you with that eligibility. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.