AccountId: 011433970860
ContactId: c230b46f-b024-4cc8-a877-84b4d8f39bbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148839 ms
Total Talk Time (AGENT): 49675 ms
Total Talk Time (CUSTOMER): 55250 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c230b46f-b024-4cc8-a877-84b4d8f39bbd_20250502T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. Uh, I'm a provider calling about a patient who's currently in the ER. I wanted to verify if he has active coverage with APL.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, so my name is [PII], um, let me get you a call back number real quick.
[AGENT][POSITIVE] Yes, sir. Thank you.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Memorial Hospital Pembroke.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, thank you very much, [PII]. I appreciate that. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the name is uh [PII]
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] Is 02144431 ML7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and the effective date of the policy is [PII] and it is current and active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome [PII] is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that should be everything for today. I appreciate it. Thank you.
[AGENT][POSITIVE] Well, we appreciate you calling APL you have a wonderful weekend.
[CUSTOMER][POSITIVE] Alrighty you too take care.
[AGENT][NEUTRAL] Bye-bye, sir.