AccountId: 011433970860
ContactId: dec90709-6a95-461b-8f50-828ea758077e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211149 ms
Total Talk Time (AGENT): 62740 ms
Total Talk Time (CUSTOMER): 51695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/dec90709-6a95-461b-8f50-828ea758077e_20250522T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII] calling from provider of Jackson Memorial Hospital. I'm looking for a patient eligibility details.
[AGENT][POSITIVE] All right, I'm happy to check on eligibility. What is the policy number, please?
[CUSTOMER][NEUTRAL] Sure. One moment.
[CUSTOMER][NEUTRAL] So the policy number is 1072273.
[AGENT][NEUTRAL] All right, one moment, please.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And the policy number just to confirm again was 1072273.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, that doesn't come up with that name on it. Let me, do you have their social or just their name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] That policy number doesn't bring up that name. Do you have their social security number?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] Alright, let me try by that. One moment please.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] What was the patient's date of birth again, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, thank you. So, the patient's plan has terminated as of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]. And are you able to see any other active coverage details?
[AGENT][NEUTRAL] I do not see any other active coverage with us.
[CUSTOMER][NEUTRAL] [PII]. Got it. And could you please help me with the name and a call reference number if you have one?
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII], for your help. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.