AccountId: 011433970860
ContactId: 952cac0a-35c4-404a-9cca-528ebfeabeff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141169 ms
Total Talk Time (AGENT): 59574 ms
Total Talk Time (CUSTOMER): 46397 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/952cac0a-35c4-404a-9cca-528ebfeabeff_20250210T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm calling from Memorial Regional Hospital for eligibility and benefits, please.
[AGENT][NEUTRAL] All right, I'm happy to check on benefits and eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. Patient's policy number is 01836.
[CUSTOMER][NEUTRAL] 796 ML 8
[AGENT][POSITIVE] All right, thank you. Let's see.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient plan is active. The effective date on here is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] All right. Thank you. And there, is there a um
[CUSTOMER][NEUTRAL] Group name or group number for this policy?
[AGENT][NEUTRAL] Oh, let's take a look. Let's see.
[AGENT][NEUTRAL] The group number is gonna be 23917.
[AGENT][NEUTRAL] And the name of the group is Prime General LLC.
[CUSTOMER][POSITIVE] Great. Thank you so much. All [PII]. And I know you don't give reference numbers. May I have the first initial to your last name if you give that out?
[AGENT][NEUTRAL] Yeah, absolutely. It's [PII], and for the reference, you can put my first name with my last initial in today's date. My first name again is [PII].
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII]. You have a great rest of your day. I'm all set, OK?
[AGENT][NEUTRAL] You too. All right, bye bye.
[CUSTOMER][POSITIVE] All right, awesome. Bye-bye.