AccountId: 011433970860
ContactId: ccf3dbde-6bb5-43a9-8375-5df8055a52e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120199 ms
Total Talk Time (AGENT): 54316 ms
Total Talk Time (CUSTOMER): 81860 ms
Interruptions: 6
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ccf3dbde-6bb5-43a9-8375-5df8055a52e6_20250604T13:29_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Memorial Hospital trying to verify um eligibility for one of your members.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and the callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. [PII], last initial [PII], callback number [PII].
[AGENT][NEUTRAL] Thank you [PII]. Can I have the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, 021-372-27 ML 7.
[AGENT][NEUTRAL] And what is that member's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify eligibility and benefits. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And she has outpatient benefits of $500 per calendar day and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it. Do you have a reference number? Is there anything else I can assist you with today? No, that's it. We don't provide reference numbers there. However, you can use my name if today's date as a reference. What's your name? Say it again.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] We don't provide reference numbers, [PII], however, you can use my name in today's date as a reference.
[AGENT][NEUTRAL] [PII]. Oh.
[CUSTOMER][NEUTRAL] [PII]. Oh.
[AGENT][NEUTRAL] I'm not sure if you hear that echo.
[CUSTOMER][NEGATIVE] I'm not sure if you hear that echo? Yeah, I do hear it. It's bad. It's horrible.
[AGENT][NEGATIVE] It's bad. It's horrible.
[AGENT][NEUTRAL] Are you on a speakerphone?
[CUSTOMER][NEUTRAL] Are you on a speakerphone? No, I'm on my handheld.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] The echo.
[CUSTOMER][POSITIVE] But I got you. Thank you so much.
[AGENT][POSITIVE] You're welcome. I do apologize for the inconvenience. Thanks for calling APL and have a good day, [PII].
[CUSTOMER][POSITIVE] You're welcome. I do apologize for the inconvenience. Thanks for calling APL and have a good day to you soon.