AccountId: 011433970860
ContactId: aa005960-89ba-4aba-9f81-8f469722f8c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136919 ms
Total Talk Time (AGENT): 59977 ms
Total Talk Time (CUSTOMER): 65298 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/aa005960-89ba-4aba-9f81-8f469722f8c9_20250217T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi good morning I'm just calling to verify eligibility for one of our patients.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I said the I have a group number insured coverage individual.
[AGENT][NEUTRAL] Do you have an inpatient or outpatient hospital benefit at the bottom?
[CUSTOMER][NEUTRAL] I do have yeah it says uh in hospital benefits certificate number and outpatient benefit certificate number.
[AGENT][NEUTRAL] Either one
[CUSTOMER][NEUTRAL] OK, let me give you the 02427140 M as in Mary, L as in Larry, and then the number 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is uh first name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And you, it would be my pleasure to assist you with eligibility. Now, actually, [PII], this policy turned on [PII]. She does not have active coverage with APL.
[CUSTOMER][POSITIVE] Oh OK sounds good.
[CUSTOMER][NEUTRAL] Perfect and uh may I please have a reference number for this call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.