AccountId: 011433970860
ContactId: c3ce73dc-c5a4-4cf2-b113-4d9e33a90e41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222649 ms
Total Talk Time (AGENT): 57839 ms
Total Talk Time (CUSTOMER): 112825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c3ce73dc-c5a4-4cf2-b113-4d9e33a90e41_20250519T15:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm calling from Memorial Hospital, Pembroke. I'm just calling to confirm basic eligibility on a patient who's admitted to the hospital.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Uh, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] I have 02450151, M as in Mary, L as in Lima, the number 7.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK. Um, could you give me that policy number one more time? I pulled up a different, uh, patient and I may have typed something wrong.
[CUSTOMER][NEUTRAL] Mhm. Mm.
[CUSTOMER][NEUTRAL] No, maybe I have the wrong policy number. Um, I have 02450151 ML7.
[AGENT][NEUTRAL] Yeah, I've got a different uh patient under that number. Um, what's the last name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up. Give me one moment.
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] OK. And what was his birthday again?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, I've got 245-0181.
[CUSTOMER][NEUTRAL] Uh, 2450181. That's his member ID, is it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and he is the subscriber.
[AGENT][POSITIVE] He is, um, and I've got him active and effective, [PII].
[CUSTOMER][POSITIVE] Great. And how does his name appear on your system?
[AGENT][NEUTRAL] Uh, just as you had given it, [PII].
[CUSTOMER][NEUTRAL] OK, it doesn't say the 3rd, like [PII] the 3rd.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] It does not, no.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, because he's admitted as [PII] the 3rd. OK. Um, and is there a group name?
[AGENT][NEUTRAL] My group name is.
[AGENT][NEUTRAL] It's a portable battery of Sunrise Inc.
[CUSTOMER][POSITIVE] Affordable battery of Sunrise Inc. All right, done.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Lovely. Um, [PII], I will need your last initial.
[CUSTOMER][NEUTRAL] And a call reference number, please?
[AGENT][NEUTRAL] Um, it's [PII], and then uh and the reference is just my name and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me check if I have any other verifications, da da da da da.
[CUSTOMER][POSITIVE] Nope, that's it. Thanks so much. I appreciate your help. Take care. Bye now.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you