AccountId: 011433970860
ContactId: d11da090-86e4-40e3-a80f-26d61d3c5dbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82019 ms
Total Talk Time (AGENT): 23959 ms
Total Talk Time (CUSTOMER): 33359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d11da090-86e4-40e3-a80f-26d61d3c5dbe_20250515T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, good afternoon, my name is [PII] here at Memorial Hospital Preservices. I just want to verify eligibility of a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 02443383
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Looks like this policy is effective and active [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Thank you for the information. Can I just have your first name again and a reference number for this call, please?
[AGENT][NEUTRAL] That's [PII], and first initial to last name, [PII]. Reference number will be my name and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you for your time today [PII] have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.