AccountId: 011433970860
ContactId: 79068af3-d53f-4b2c-9d76-75ce58d5848b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119410 ms
Total Talk Time (AGENT): 41632 ms
Total Talk Time (CUSTOMER): 41963 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/79068af3-d53f-4b2c-9d76-75ce58d5848b_20250429T14:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Memorial Hospital's Preservices. I'm calling to verify a patient's eligibility just to confirm if they're active.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That is 02300499 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And can I have the initial of your last name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And would there be a reference number for the call?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Have a great day.
[AGENT][POSITIVE] You also thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.