AccountId: 011433970860
ContactId: aad4ebf4-e639-4e08-90da-ff985d649317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90019 ms
Total Talk Time (AGENT): 30997 ms
Total Talk Time (CUSTOMER): 35959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/aad4ebf4-e639-4e08-90da-ff985d649317_20250409T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII] with the business office at South Nassau Hospital. I'm calling to verify eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that's my direct and all calls are recorded for quality assurance also.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Is the policy number of the patient?
[CUSTOMER][NEUTRAL] I have here 016.
[CUSTOMER][NEUTRAL] 602.
[CUSTOMER][NEUTRAL] 90.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and that's uh [PII].
[AGENT][NEUTRAL] I show the policy is effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK, that sounds good. Could I have your mailing address for claims?
[AGENT][NEUTRAL] Billing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Could I have your last name initial?
[AGENT][NEUTRAL] Uh, first initial last name, [PII].
[CUSTOMER][POSITIVE] OK, and thank you very much, ma'am.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.