AccountId: 011433970860
ContactId: 93ddeb52-294d-4699-80e8-d0a8415be634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122900 ms
Total Talk Time (AGENT): 45656 ms
Total Talk Time (CUSTOMER): 47359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/93ddeb52-294d-4699-80e8-d0a8415be634_20250109T21:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] with Mercy Clinic Springfield Communities, and I'm trying to verify eligibility on a patient if I could please.
[AGENT][NEUTRAL] Yes Ms. [PII], I can help you with eligibility. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 023 04796
[AGENT][NEUTRAL] OK, let me pull that in for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] is on the policy and he is active and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And I don't know if you're if this is the same company but they they.
[CUSTOMER][NEUTRAL] Um, scan another ID card.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For let's see, no, you're not, no, this is.
[CUSTOMER][NEUTRAL] I think this is the Loomis company so never mind, but this, uh, Pan American Public Life is still active, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, it is active.
[CUSTOMER][NEUTRAL] And is there a reference number?
[AGENT][NEUTRAL] Yes ma'am, um, you can use my date and my name. I'm sorry, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a wonderful day.
[AGENT][POSITIVE] You too, Miss [PII] you have a blessed one thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.