AccountId: 011433970860
ContactId: b125c780-0c93-4e1a-b722-14a8dd864c47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78790 ms
Total Talk Time (AGENT): 36471 ms
Total Talk Time (CUSTOMER): 37783 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b125c780-0c93-4e1a-b722-14a8dd864c47_20250114T20:16_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Say now we even though that was old.
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm with patient registration at Mercy Hospital in [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'd love to help you with the eligibility, [PII], um, do you mind if I get a good call back number from you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. And the member's policy number?
[CUSTOMER][NEUTRAL] 02350210.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well
[AGENT][POSITIVE] Perfect and give me a moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, wonderful. Do you mind if I uh verify your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Yep, first name, I believe it is pronounced [PII]. It's [PII], last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Perfect, I do see her here. It looks like she's current and active with an effective date of [PII].
[AGENT][NEUTRAL] And is there any other information you're looking for for eligibility?
[CUSTOMER][POSITIVE] No, that was everything thank you very much.
[AGENT][POSITIVE] Hey, it's my pleasure, [PII]. Thank you for calling APL and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.