AccountId: 011433970860
ContactId: d3664fa8-76ba-4ccc-bd26-c652dcb2d7e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140520 ms
Total Talk Time (AGENT): 72161 ms
Total Talk Time (CUSTOMER): 51375 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d3664fa8-76ba-4ccc-bd26-c652dcb2d7e7_20250530T21:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] from Memorial Healthcare. I'm just trying to verify patient is active with their APL.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Will you please give me your callback number, ma'am just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, that is [PII]. Date of birth is [PII]. Policy number is 022032.
[CUSTOMER][NEUTRAL] 926 ML 7.
[AGENT][POSITIVE] OK, thank you so much and let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you read the policy number back to me? I've got 022-032926 ML8.
[CUSTOMER][NEUTRAL] Uh, let me look at the card again and just make sure. One second, I'll take a look again.
[AGENT][NEUTRAL] Yes, it looks like there's, let me try it. In the meantime, I'm gonna try it with 12.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it's OK. I have it. 022 03926 ML 7.
[AGENT][NEUTRAL] 022 0392.
[CUSTOMER][NEUTRAL] 926.
[AGENT][NEUTRAL] 6, OK, yeah, the number was a little 03926. OK, alright, I've got him pulled up now.
[AGENT][NEUTRAL] And he does have an active policy. The effective date of his policy is [PII] and it is current.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, great. That's all I needed. Thank you so much.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.