AccountId: 011433970860
ContactId: d0a188f5-b571-43a1-adda-650a3b2bff1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131000 ms
Total Talk Time (AGENT): 69751 ms
Total Talk Time (CUSTOMER): 46209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d0a188f5-b571-43a1-adda-650a3b2bff1b_20250129T22:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Memorial Healthcare System. I'm calling to find, uh, get eligibility on a patient.
[AGENT][NEUTRAL] Yeah, I can take eligibility for you um you said your name was [PII]?
[CUSTOMER][POSITIVE] I'll spell it for you. [PII]
[AGENT][POSITIVE] OK, sorry about that girl. OK, um, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 021-877-48 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] One and I'll spell that last name [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy actually terminated on [PII]. If you'll give me one moment, I'll see if they have one that's active. There might, it might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We're gonna take
[AGENT][NEUTRAL] OK, yes, um, so the, uh, one does have an active policy. Uh, let me know when you're ready for this policy number.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, it is 0248.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 6294.
[CUSTOMER][NEUTRAL] Let me repeat it, 02486294.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, and uh this policy effectively was [PII] and again it is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I can help you with?
[CUSTOMER][NEUTRAL] What's your
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.