AccountId: 011433970860
ContactId: 9e36cda4-9788-49fe-92ee-7b14be1b4b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135850 ms
Total Talk Time (AGENT): 54806 ms
Total Talk Time (CUSTOMER): 67653 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9e36cda4-9788-49fe-92ee-7b14be1b4b7d_20250218T15:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Ascension Medical Group.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] I'm calling to verify, hi, I'm calling to verify coverage uh or an active policy with a mutual patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient, Ms. [PII]. um, can I get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 01758742.
[AGENT][NEUTRAL] OK, let me look that policy number up for us real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it is active right now. OK, so [PII] to present, OK, and does it have an end date on it? Is she paid up to to an end date or just present?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's uh currently active, yes, ma'am. She's, she's current.
[CUSTOMER][POSITIVE] OK, alright, perfect.
[CUSTOMER][POSITIVE] OK perfect thank you so much I do appreciate your time and can I get a.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Thank you, can I get a reference number for that?
[AGENT][POSITIVE] Yes ma'am, you, you can use my name.
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, OK, sorry, our phones are starting to crackle up. I don't know if you're hearing it on your end.
[AGENT][NEUTRAL] Uh, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much appreciate it.
[AGENT][POSITIVE] You have a good day, miss. You're very welcome and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.