AccountId: 011433970860
ContactId: a165b0e0-9f64-481e-84ca-fe8bf65c71c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112959 ms
Total Talk Time (AGENT): 45549 ms
Total Talk Time (CUSTOMER): 31767 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a165b0e0-9f64-481e-84ca-fe8bf65c71c8_20250115T14:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of a hospital and I'm trying to verify a member's eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected and the name of the hospital?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medical University Hospital.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 01979937
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect. Thank you. And you said you need eligibility today. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Mm OK, well thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] My
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Right.