AccountId: 011433970860
ContactId: c66bd65b-9f64-47db-8c31-d490e10cf536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95839 ms
Total Talk Time (AGENT): 37523 ms
Total Talk Time (CUSTOMER): 51759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c66bd65b-9f64-47db-8c31-d490e10cf536_20250310T19:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am calling from Memorial Hospital Preservices department, and I'm calling just to verify that a member is active, please.
[AGENT][NEUTRAL] OK, I can help you, [PII], with the eligibility dates. What is the um policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, phone number would be [PII] and policy number is 01982592 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you for that, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that information. So I do have the effective date for you. It's [PII], and I show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK. And no authorization is required for any outpatient, right? It's a supplemental policy.
[AGENT][NEUTRAL] Mhm no authorization is required.
[CUSTOMER][NEUTRAL] OK, perfect. Are you able to give me a reference number for the call please?
[AGENT][NEUTRAL] Uh-huh. You'll use my name and today's date is your reference. T as in Tom, O N Y A. First initial [PII]. And did you have any other questions I could help out with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.