AccountId: 011433970860
ContactId: 83839dc3-a034-4093-9b2a-a1dc7e3b64e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152410 ms
Total Talk Time (AGENT): 48292 ms
Total Talk Time (CUSTOMER): 56980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/83839dc3-a034-4093-9b2a-a1dc7e3b64e0_20250428T15:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello, my name is [PII], and I'm calling on behalf of Homestead Hospital to verify a patient's eligibility.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] That's gonna be 0233707 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry. Can you give me that policy number one more time? I must have missed the number.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] I'm sorry, 023-37077 ML 8.
[AGENT][POSITIVE] OK. Thank you. I'm sorry.
[AGENT][NEUTRAL] And what was the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're just needing benefits?
[CUSTOMER][NEUTRAL] Uh, I need to confirm when the, I'm sorry, if the coverage is active, when it started and if the patient's the primary subscriber.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. The policy is active and he is the subscriber.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] And then may I get the spelling of your first name and first of your last name?
[AGENT][NEUTRAL] It is [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII]. I appreciate your help and I hope you enjoy the rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][POSITIVE] Thank you, bye bye.