AccountId: 011433970860
ContactId: 8f973b68-b78c-4eaf-9df5-b85a108568f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151100 ms
Total Talk Time (AGENT): 55726 ms
Total Talk Time (CUSTOMER): 53639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8f973b68-b78c-4eaf-9df5-b85a108568f4_20250211T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, I can help you. Give me one moment.
[CUSTOMER][POSITIVE] Yes thank you.
[AGENT][NEUTRAL] And what is the policy number and a good phone number in case we're disconnected?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number 1986433.
[CUSTOMER][NEUTRAL] And uh my phone number?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Healy.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said that you're checking claim status?
[CUSTOMER][NEUTRAL] No eligibility, just effective date please.
[AGENT][NEUTRAL] Oh, just the effective date. OK. Let me give you the current policy number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 256-6514.
[AGENT][NEUTRAL] Showing the policy effective date is [PII], and this policy shows to be active at this time and did you have any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, please. I need to verify eligibility for [PII], please.
[AGENT][NEUTRAL] OK, so that would be under the policy number that you provided. That policy was effective [PII] and it uh went through [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.