AccountId: 011433970860
ContactId: 9de1f9cd-8616-4926-9010-e10e4c90cb50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137610 ms
Total Talk Time (AGENT): 56989 ms
Total Talk Time (CUSTOMER): 58925 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9de1f9cd-8616-4926-9010-e10e4c90cb50_20250320T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII] how are you?
[AGENT][POSITIVE] I'm doing fine how are you doing today?
[CUSTOMER][NEUTRAL] I'm fine thank you. My name is [PII], calling on behalf of the facility, and I needed to verify eligibility please.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is a direct line, [PII] calling from Norton Audubon Hospital.
[CUSTOMER][NEUTRAL] And PI do you need that?
[AGENT][NEUTRAL] No, ma'am. I just need the name. Thank you so much. I appreciate you giving me that information. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, let me look up his policy.
[CUSTOMER][POSITIVE] Appreciate you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][NEUTRAL] And is this a primary coverage, a secondary, do you know that?
[AGENT][NEUTRAL] It's secondary.
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] And do you need an authorization for inpatient?
[AGENT][NEUTRAL] No, ma'am, because it's not the major medical.
[CUSTOMER][NEUTRAL] Not OK, is there a call reference for us?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] She's my name
[CUSTOMER][POSITIVE] I appreciate then um what's the initial to your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you Miss [PII]. I hope you have a great weekend.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No ma'am, appreciate you.
[AGENT][POSITIVE] OK, you have a wonderful day too. Thanks for calling.
[CUSTOMER][POSITIVE] Thank you bye.