AccountId: 011433970860
ContactId: 837aa74e-a3cd-4269-81e8-f43ee59ebfeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148559 ms
Total Talk Time (AGENT): 41507 ms
Total Talk Time (CUSTOMER): 58190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/837aa74e-a3cd-4269-81e8-f43ee59ebfeb_20250424T13:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], my name's [PII] and I'm calling from Memorial Hospital pre-services department calling just to check eligibility for a member, please.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII] 3.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Um, 01659554 ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, no, just to check the member's eligibility.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, I can help you with that. Um, this policy did cancel [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So it's no longer active. OK, so termed.
[CUSTOMER][NEUTRAL] And doesn't show that she's got any other.
[AGENT][NEUTRAL] No, ma'am. I looked that up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, all right, thank you very much. Oh, can I get a reference number for our call, please?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] All right, can I just get the first initial to your last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much. Have a great day. So [PII] it terms.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you. Have a good day.
[AGENT][POSITIVE] Thank you, thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you. Bye bye.