AccountId: 011433970860
ContactId: c4dc08ff-4cc5-4e4a-a941-4a4c1ce25635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169529 ms
Total Talk Time (AGENT): 69642 ms
Total Talk Time (CUSTOMER): 46170 ms
Interruptions: 0
Overall Sentiment: AGENT=4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c4dc08ff-4cc5-4e4a-a941-4a4c1ce25635_20250108T16:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, good morning, my name is [PII] here at Memorial Hospital Pretty Services, um, and I'm hoping you could help me verify eligibility of a member.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some eligibility today and you said your name was [PII] did I get that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Perfect and do you mind if I get a good call back number for you please?
[CUSTOMER][NEUTRAL] Sure, [PII], no extension.
[AGENT][POSITIVE] Thank you so much, [PII], and that member's policy number?
[CUSTOMER][NEUTRAL] 1187988, M as in Mary, L as in Lima, 5.
[AGENT][POSITIVE] Perfect, give me a moment to get that all pulled up.
[AGENT][POSITIVE] Wonderful. Thank you. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. And let me see. I got her policy for you real quick.
[AGENT][NEUTRAL] All right, it does look like your patient has an updated policy with us. Um, can I go ahead and give you the updated policy number?
[CUSTOMER][POSITIVE] Uh yes, please, I'm ready.
[AGENT][NEUTRAL] OK, perfect. The new policy number is going to be 1669838 and your patient is current and active with this policy. It looks like it went into effect [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there any other information for eligibility you needing today, [PII]?
[CUSTOMER][NEUTRAL] No, that wouldn't suffice their updated information. Thank you for the assistance and the information today. Um, last thing I need for you is just a reference number for this call and your name please.
[AGENT][NEUTRAL] Oh, you betcha. My name is [PII] and the reference number is my name, [PII], first initial, last name, [PII], in today's date.
[CUSTOMER][POSITIVE] Perfect again thank you for your assistance and all your information have a wonderful day.
[AGENT][POSITIVE] My pleasure. You too. Take care, [PII]. Thanks for calling APL.