AccountId: 011433970860
ContactId: dd055cfb-25e7-451c-b1d8-e1ec85f31c12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102970 ms
Total Talk Time (AGENT): 37869 ms
Total Talk Time (CUSTOMER): 41498 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dd055cfb-25e7-451c-b1d8-e1ec85f31c12_20250121T16:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm just calling to verify patients coverage for an outpatient surgery they have scheduled at the hospital.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number.
[CUSTOMER][NEUTRAL] My name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] Thank you and can you provide me the policy number of the member that you're inquiring eligibility for.
[CUSTOMER][NEUTRAL] I have 01824853 Mike Lima 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility.
[CUSTOMER][NEUTRAL] Yes, she's coming in for surgery to be done outpatient.
[AGENT][NEUTRAL] Let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 226-3180. That's 226-3180.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And could you pronounce your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The EO
[AGENT][NEUTRAL] [PII], the policy terminated [PII] and she has no act policy here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. So no active policy. OK, perfect. I think that's everything I needed. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][POSITIVE] Thanks, bye.