AccountId: 011433970860
ContactId: 8d89b769-d2f2-4f2c-a2cd-bd7daeefca3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107260 ms
Total Talk Time (AGENT): 47029 ms
Total Talk Time (CUSTOMER): 45711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8d89b769-d2f2-4f2c-a2cd-bd7daeefca3d_20250519T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Memorials Regional Hospital. I'm just calling to check on eligibility for a patient.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check eligibility. Uh, can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, looks like here it's 1435256. M as in Mary, L as in looney and number 7.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Looks like her name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, it looks like the member's plan has terminated as of [PII]. We were their secondary insurance, but it doesn't look like they have any active coverage with us at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. No worries. Thank you so much. Um, can I just get a reference number for this call, please?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. So that's gonna be my name with my last initial and today's date. My name is [PII], my last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much again for your help, Ms. [PII].
[AGENT][POSITIVE] You have a good day. You're welcome.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.