AccountId: 011433970860
ContactId: 9bb76455-c5e2-44df-a61f-a8459cb9ded6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102459 ms
Total Talk Time (AGENT): 47908 ms
Total Talk Time (CUSTOMER): 44557 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/9bb76455-c5e2-44df-a61f-a8459cb9ded6_20250228T22:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from Memorial Hospital pre-services department and I'm just calling to verify a member's um eligibility, please.
[AGENT][POSITIVE] [PII], it would be my pleasure to help you with that eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I guess I would get the outpatient benefit cert number. It's 02037589 ML8.
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. Excuse me, and I can help you with that eligibility. [PII], this policy termed on [PII].
[AGENT][NEUTRAL] Checking to see if she has active coverage and she does not.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect um would you be able to give me a reference number for the call please?
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. Have a good day.
[AGENT][POSITIVE] I hope you have a great day and a happy weekend, [PII] thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.