AccountId: 011433970860
ContactId: 74e183a8-0f0a-4c3a-b3ba-5bb6eef0b45a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156279 ms
Total Talk Time (AGENT): 69091 ms
Total Talk Time (CUSTOMER): 54444 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/74e183a8-0f0a-4c3a-b3ba-5bb6eef0b45a_20250305T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Min Hospital.
[AGENT][NEUTRAL] I was gonna ask you if that was it because I think I've talked to you so much. I think I knew it, but I wanted to make sure.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][POSITIVE] I agree.
[AGENT][NEUTRAL] What is, um, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I start the policy number is 019 I'm sorry 01729170.
[CUSTOMER][NEUTRAL] And this is for Lourdes.
[CUSTOMER][NEUTRAL] Uh, [PII] 0 1231 71.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me look up that policy number real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, so on this policy for [PII], uh, I do see that the policy is no longer active. It lapsed on [PII].
[AGENT][NEUTRAL] Let me check though to see if she has an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does not have any active policies with us right now.
[CUSTOMER][NEUTRAL] Alrighty and then a reference for the call.
[AGENT][NEUTRAL] You can use my name, yes my name [PII] in today's date.
[CUSTOMER][NEUTRAL] Oh it'll be your name, right?
[CUSTOMER][NEUTRAL] Alrighty, Ms. [PII], thank you. So you said what was the last date?
[AGENT][NEUTRAL] Uh, oh, let me go back over there. Hold on real quick.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][POSITIVE] Alrighty perfect.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help. You enjoy the rest of your day and stay safe.
[AGENT][POSITIVE] You too [PII], thanks so much for calling APL you have a good night bye bye.
[CUSTOMER][NEUTRAL] Bye bye.