AccountId: 011433970860
ContactId: 9ea98526-4fa8-4186-92ba-d7ee205e2612
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119879 ms
Total Talk Time (AGENT): 51488 ms
Total Talk Time (CUSTOMER): 35012 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9ea98526-4fa8-4186-92ba-d7ee205e2612_20250624T15:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Morton Hospital. I have a patient that was admitted to our facility and I'm trying to verify eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] 01493528.
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you ma'am hold on one moment.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Uh, it showed a claim or the patient was affected from [PII] and their policy term on [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] I don't show any active coverage.
[CUSTOMER][NEUTRAL] You said 4:18.
[AGENT][NEUTRAL] Uh, for one of
[CUSTOMER][NEUTRAL] OK, you said 41,820 24?
[AGENT][NEUTRAL] For [PII], the effective date, and the policy termed on 413-24.
[CUSTOMER][NEUTRAL] 4 1324. OK, and I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is there a reference number for this call?
[AGENT][NEUTRAL] Uh, you may use my name at today's date if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] I you.