AccountId: 011433970860
ContactId: 8112b017-2408-4d5c-8caf-9cf9fd70861d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122300 ms
Total Talk Time (AGENT): 63250 ms
Total Talk Time (CUSTOMER): 40081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/8112b017-2408-4d5c-8caf-9cf9fd70861d_20250206T15:38_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Memorial Regional Hospital for eligibility, please, for verification.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 01530917 M as in Mary, L as in Larry the 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] And [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that eligibility. [PII], I am showing that [PII]'s policy is active. Effective date is for [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm, no, that would be it. Is there a group name?
[AGENT][NEUTRAL] I can give you that group name. It is.
[AGENT][NEUTRAL] Independent associates.
[AGENT][NEUTRAL] Of Perry Mutual Clerk, and it's P A R I mutual clerk.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty, is there a reference number for this call?
[AGENT][NEUTRAL] Reference number is my name and today's date and I spell my name [PII].
[AGENT][POSITIVE] Well, it's a pleasure to help you with that eligibility, and I hope you have a great day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You do the same. I sure will. Have a good day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.