AccountId: 011433970860
ContactId: 77f9411e-aa40-4dbb-9414-669bc1a3d8af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116819 ms
Total Talk Time (AGENT): 52300 ms
Total Talk Time (CUSTOMER): 45182 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/77f9411e-aa40-4dbb-9414-669bc1a3d8af_20250213T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Lexington Medical Center's pre-registration office. I was just calling to verify eligibility for a member.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, I can verify eligibility for you and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] That is 01660353.
[AGENT][NEUTRAL] OK, thank you. And see, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. I show that policy number you gave, it terminated on [PII]. However, they do have a current policy and I'll give you that number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you, go right ahead.
[AGENT][NEUTRAL] OK, it's 2593714.
[AGENT][NEUTRAL] And the effective date is [PII] and it's active.
[CUSTOMER][POSITIVE] Oh perfect and it's active.
[CUSTOMER][NEUTRAL] OK perfect and is there a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your first name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh thank you so much I appreciate your help today.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.