AccountId: 011433970860
ContactId: 77ef50c4-67bc-4ca5-93ae-b5aff8671d2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146270 ms
Total Talk Time (AGENT): 46831 ms
Total Talk Time (CUSTOMER): 45511 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/77ef50c4-67bc-4ca5-93ae-b5aff8671d2a_20250210T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Wesley Long Hospital, which is a part of the Cone Health health systems.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling for eligibility information on one of your members. Would you be able to assist?
[AGENT][POSITIVE] I can, I can help you spell your first name for me?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and you said eligibility?
[CUSTOMER][NEUTRAL] And do you spell [PII]? Yes, and do you spell [PII] with an [PII] or an [PII]?
[AGENT][NEUTRAL] I spell it the right way with an [PII]
[CUSTOMER][NEUTRAL] With an [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And did you say this is outpatient facility or physician's office?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK, great. And the policy number?
[CUSTOMER][NEUTRAL] I have 02055183.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that information, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So I am showing an effective date.
[AGENT][NEUTRAL] Of [PII] and I show that this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She doesn't have active coverage with APL at this time?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright thank you so much [PII] and I hope you have a great afternoon, OK?
[AGENT][POSITIVE] You're welcome [PII]. If no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.