AccountId: 011433970860
ContactId: 8fbcf3bd-a167-416e-929e-0c9c4893c2a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165149 ms
Total Talk Time (AGENT): 51954 ms
Total Talk Time (CUSTOMER): 92419 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/8fbcf3bd-a167-416e-929e-0c9c4893c2a3_20250425T18:57_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling on behalf of Ascension and [PII], and I'm looking for a patient eligibility. Can you help me with that?
[AGENT][NEUTRAL] Sure, I could assist you with that. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you, could you repeat your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII]
[CUSTOMER][POSITIVE] I agree.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], could I have a callback number for you and that policy number that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes, one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number for the member?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 02443500 ML 7.
[AGENT][NEUTRAL] Could you repeat that number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] 02443500.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, and 7.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth, then I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh yes, the first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you for the information. Uh, can you please help?
[AGENT][NEUTRAL] What benefits are you inquiring about?
[CUSTOMER][NEUTRAL] I'm looking uh for that the patient is active on the date of service or not. And you have, you have helped me with that.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, that's all I needed today. Can you help me with the call reference number?
[AGENT][NEUTRAL] We don't provide those unfortunately as yet, but you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] Uh yes. Uh, can you please help me with the product?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, can you please uh
[AGENT][NEUTRAL] [PII], in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] That is why.
[CUSTOMER][POSITIVE] Bye bye thank you.
[AGENT][NEUTRAL] to verify.
[CUSTOMER][NEUTRAL] It.