AccountId: 011433970860
ContactId: ad60c42f-4008-4785-a910-271e68d99ac8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127620 ms
Total Talk Time (AGENT): 59746 ms
Total Talk Time (CUSTOMER): 58863 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/ad60c42f-4008-4785-a910-271e68d99ac8_20250307T20:33_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII] and I'm calling on behalf of Memorial Hospitalre Services department. I just need to see if this patient is active and has um coverage.
[AGENT][POSITIVE] It'd be my pleasure to assist you, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] OK, so she gave me uh 01762203 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII].
[AGENT][POSITIVE] All right, thank you, and I'll be happy to assist you with those benefits. I'm in eligibility. I'm showing [PII]'s policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8 hold on let me just put that down. [PII] OK.
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] OK perfect and then does it require an authorization?
[AGENT][NEUTRAL] Authorization is not required. We do follow the guidelines of the major medical.
[CUSTOMER][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] A required perfect. OK and then what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it was a pleasure to assist you.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. It would be my name and today's date.
[AGENT][POSITIVE] And it was a pleasure to assist you with that eligibility. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] Uh, no, my dear, that's all. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a great day and a happy weekend.
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][NEUTRAL] Bye-bye.