AccountId: 011433970860
ContactId: be4ef17f-8683-4792-a13d-8f2dea193360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151059 ms
Total Talk Time (AGENT): 49169 ms
Total Talk Time (CUSTOMER): 50337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/be4ef17f-8683-4792-a13d-8f2dea193360_20250612T20:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Mount Pan Medical Center. I'm trying to look for, uh, eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, um, one second, let me see, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I have the the member ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 025-05698.
[CUSTOMER][NEUTRAL] The letter LM and the letter L and then the number 7.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and you said eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it shows the policy is active and effective [PII]. Is this for outpatient benefits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was that for outpatient benefits?
[CUSTOMER][NEUTRAL] For ER it it applies for emergency as well, right?
[AGENT][NEUTRAL] Uh, yeah, I was just asking, do you, do you need outpatient benefits? Is that what you're needing for ER?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh no, no, just no, no, it was just that.
[AGENT][NEUTRAL] Oh, just the eligibility.
[CUSTOMER][NEUTRAL] Yeah, just to know if it was active and then um with the effective date.
[AGENT][NEUTRAL] OK, um, and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, I could, uh, if you could just give me a reference number.
[AGENT][NEUTRAL] The reference number is my name is [PII]. First initial to [PII] name [PII] as [PII], and today's date.
[CUSTOMER][NEUTRAL] What was that again? I'm sorry.
[AGENT][NEUTRAL] Um, it's the reference number is my name. It's [PII], first initial to last [PII] as in [PII], and today's date.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] D as in Delta and [PII]. OK, perfect, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.