AccountId: 011433970860
ContactId: b13282d0-759a-42b0-b2d1-5a6017c8d077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136690 ms
Total Talk Time (AGENT): 38779 ms
Total Talk Time (CUSTOMER): 55261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/b13282d0-759a-42b0-b2d1-5a6017c8d077_20250618T14:25_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Being in here yesterday.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from HCA Ocala Imaging Center, and I'm just checking on whether or not um a member's policy is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, can I get your name one more time, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. That's [PII].
[AGENT][POSITIVE] And a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] that's a direct line?
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, ID number I have is 02545 0, I'm sorry.
[CUSTOMER][NEUTRAL] I'm gonna start over 02544004.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and is there a group number with this plan at all?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] The group number is 26636.
[CUSTOMER][NEUTRAL] OK, and then Ms. [PII], is there a um reference number for this call?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial and today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you you too bye bye.