AccountId: 011433970860
ContactId: d5c035e5-347c-4f5b-bdbf-3d6def902b6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100680 ms
Total Talk Time (AGENT): 46150 ms
Total Talk Time (CUSTOMER): 31275 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/d5c035e5-347c-4f5b-bdbf-3d6def902b6d_20250124T14:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm looking for eligibility.
[AGENT][NEUTRAL] Certainly I can help you with eligibility. Can I have your name please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[AGENT][NEUTRAL] And where are you calling from today [PII]?
[CUSTOMER][NEUTRAL] Northwestern Memorial Hospital.
[AGENT][POSITIVE] Thank you and [PII], can I have a callback number in case we get disconnected and I may call you back?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], do you have the policy number or member ID please?
[CUSTOMER][NEUTRAL] I do. I have 02277910.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I please have you verify patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you and did you need to obtain um any benefits today for [PII] or you're just looking for that eligibility date?
[CUSTOMER][POSITIVE] Just eligibility thank you.
[AGENT][NEUTRAL] Certainly, OK, so I do show the policy is active. The effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, this is it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for calling APL. I hope you have a great rest of your day and a great weekend.
[CUSTOMER][POSITIVE] You do the same. Take care.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.