AccountId: 011433970860
ContactId: 7e1283f0-2b6b-432a-98ce-4502a4319a95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146139 ms
Total Talk Time (AGENT): 54794 ms
Total Talk Time (CUSTOMER): 40509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7e1283f0-2b6b-432a-98ce-4502a4319a95_20250204T23:35_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]. I'm calling from Memorial Hospital to verify eligibility for mutual patient, please.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with eligibility. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK. And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] 02467432
[AGENT][NEUTRAL] OK, let me look them up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] Mdali does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And uh this is just to verify coverage. It's, did you need the benefits or no? Do you already know them?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, I already have the benefit. I just needed to verify coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. The patient is active.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK. All right, no problem. Um just one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, may I have your last name initial please, [PII]?
[AGENT][NEUTRAL] Yes, it's A.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you and is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good night and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye bye.