AccountId: 011433970860
ContactId: a212a2fd-143e-4374-a7c3-35093841c566
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194600 ms
Total Talk Time (AGENT): 76678 ms
Total Talk Time (CUSTOMER): 96132 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/a212a2fd-143e-4374-a7c3-35093841c566_20250619T18:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on an eligibility for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm. Sure. It's going to be [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from for my notes, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm calling from Jackson Memorial Hospital [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1005.
[AGENT][NEUTRAL] OK. May I have um the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] it's
[CUSTOMER][NEUTRAL] So it's going to be.
[CUSTOMER][NEUTRAL] Um, yeah, it's going to be 022.
[CUSTOMER][NEUTRAL] 75891 M as Mike, L as in Lima 8. Again, I repeat, 02275891, M as in Mike, L as Lima 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, sure, it's going to be.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, 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][NEUTRAL] OK, [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, got it. [PII] of.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII] got it. Your audio is breaking actually quite bad, so that's why I couldn't be able to hear it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's fine. It's still active, OK.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, thank you. Could you provide me the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need to spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][POSITIVE] Um, no, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling AT yeah.
[CUSTOMER][NEUTRAL] If possible, could you spell your name, please?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. So have a wonderful day ahead bye bye.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII]. Thank you for calling APL. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye bye.