AccountId: 011433970860
ContactId: 8fd0e65e-26a5-4cbc-981b-5b8c61899844
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95760 ms
Total Talk Time (AGENT): 49500 ms
Total Talk Time (CUSTOMER): 31500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/8fd0e65e-26a5-4cbc-981b-5b8c61899844_20250310T17:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Can I see your ID please? hello, um, I was just calling to verify a patient's, um, insurance, uh, eligibility.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, um, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], um, and the callback number is [PII].
[AGENT][NEUTRAL] And you're calling from which facility from my location?
[CUSTOMER][NEUTRAL] Holy Cross Hospital.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure it's 1381893.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you. OK, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK thank you can I have a um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, that's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too.