AccountId: 011433970860
ContactId: c7fee74f-1b39-4b7d-899a-9555316936a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287899 ms
Total Talk Time (AGENT): 46587 ms
Total Talk Time (CUSTOMER): 142184 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c7fee74f-1b39-4b7d-899a-9555316936a7_20250404T14:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, this is [PII] from UV Medical Center, and I need your help to verify eligibility from one of our patients.
[AGENT][NEUTRAL] And did you say Ira?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah. [PII], I'm sorry.
[AGENT][NEUTRAL] [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] with extension [PII]. Sorry, I did not catch your first name.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Hi, [PII], I can help you with eligibility and benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I don't need benefits. I only need eligibility. Um, yes, [PII], the ID number is 02287969.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hold on. That is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] OK, so um yeah.
[CUSTOMER][POSITIVE] Those are, those are good.
[AGENT][NEUTRAL] Uh, the policy is active [PII].
[CUSTOMER][POSITIVE] 1111. Thank you so much, [PII], can you please try to check one of our applications?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If this is also
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes, um, can I place you on a real brief hold?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Gosh.
[AGENT][NEUTRAL] OK, sorry about that. Um, let me make a note real quick.
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh, but what's up? I rap.
[AGENT][NEUTRAL] OK, what was the next policy number?
[CUSTOMER][NEUTRAL] The ID number is 00269749.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I did pull up that policy number. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a social by chance?
[CUSTOMER][POSITIVE] Um, it's OK. Uh, looks like this is from a different, um, insurance, so I just want to say thank you, [PII], for your assistance. Have a great day and stay safe.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you