AccountId: 011433970860
ContactId: c305b575-93c5-41e4-b446-3cf3705ef9f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75459 ms
Total Talk Time (AGENT): 41050 ms
Total Talk Time (CUSTOMER): 43659 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c305b575-93c5-41e4-b446-3cf3705ef9f9_20250513T19:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Homestead Hospital. I just wanna obtain eligibility for one of your members.
[AGENT][NEUTRAL] All right. I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 01611618 letters ML 8.
[AGENT][POSITIVE] All right. Thank you so much. And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. It looks like effective date on here is gonna be [PII] 18. We are the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, thank you so much. And can I get your name for reference?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah, absolutely. Name is [PII], that's [PII] to my last name is [PII], and then today's date would be a call reference.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Perfect, thank you so much for this information.
[AGENT][POSITIVE] My pleasure. Have a great day.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.