AccountId: 011433970860
ContactId: dc83b310-0fd2-4c72-a906-7928fdb1415d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136100 ms
Total Talk Time (AGENT): 53059 ms
Total Talk Time (CUSTOMER): 66741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/dc83b310-0fd2-4c72-a906-7928fdb1415d_20250403T20:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I am calling from Edward W. Sparrow Hospital. I'm checking eligibility for a member if I could please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I'm sorry, can you give me your name one more time?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure, yes. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, Miss [PII], and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is oops hold on I've got stuff popping in my way so I can't see what I'm doing here.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, alright, 022.
[CUSTOMER][NEUTRAL] 301
[CUSTOMER][NEUTRAL] 06.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh [PII], [PII].
[AGENT][NEUTRAL] Thank you. You said you need eligibility and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK, and am I correct that the billing address is [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, um, was your guys' address used to be a [PII]? Is that an old address?
[AGENT][NEUTRAL] [PII], mhm, yes.
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] That's the old one. OK, then I, I will update my records then so I have the correct one. OK, fabulous, thank you very much for your help today. Is there a reference number for our call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you would like.
[CUSTOMER][POSITIVE] Fabulous, thank you very much [PII] for your help I appreciate it have a good evening.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII]. Thank you for calling ATL. bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome.