AccountId: 011433970860
ContactId: 79d330be-d3b6-4580-ac1c-9146dc2e7939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114709 ms
Total Talk Time (AGENT): 50853 ms
Total Talk Time (CUSTOMER): 38358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/79d330be-d3b6-4580-ac1c-9146dc2e7939_20250217T16:53_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. And first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02033116.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you the verification of coverage does not guarantee payment of claims. Um, thank you for that information. Um, I'm showing the effective date on this policy was [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the policy, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy is currently still active.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. May I have your name and code reference number?
[AGENT][NEUTRAL] Yes, um, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] Right