AccountId: 011433970860
ContactId: bc41c6f4-4716-4dde-bf4d-058b7dc6a4be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118660 ms
Total Talk Time (AGENT): 34248 ms
Total Talk Time (CUSTOMER): 44938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bc41c6f4-4716-4dde-bf4d-058b7dc6a4be_20250527T15:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am [PII] calling from Medical University of South Carolina, and I was calling to check eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do is area code [PII], no extension.
[AGENT][NEUTRAL] Thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] Um, it is 02592458.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, and also can I have the claims address and also the network?
[AGENT][NEUTRAL] And's address is [PII].
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 0 OK great.
[AGENT][NEUTRAL] And it's a secondary policy, so there's no network.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and let's see, and she's um the policy holder?
[AGENT][NEUTRAL] Yes, she is.
[CUSTOMER][POSITIVE] OK great thank you so much that's all I needed.
[AGENT][POSITIVE] OK, thanks for calling APL. This is, uh, have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.