AccountId: 011433970860
ContactId: e2924ef1-f86e-4868-8b6b-4e52321794cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139279 ms
Total Talk Time (AGENT): 64411 ms
Total Talk Time (CUSTOMER): 49869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e2924ef1-f86e-4868-8b6b-4e52321794cb_20250217T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], I'm a medical provider from Northwest Hospital, and actually I'm just calling because I need to verify eligibility. Can you help me with that, please?
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility today, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient?
[CUSTOMER][NEUTRAL] I think you did.
[CUSTOMER][NEUTRAL] My ID number is 02579090.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Is [PII] and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], I can help you with eligibility. Now, I'm showing this policy actually termed on [PII]. I did check to see if the patient has any other active coverage with us, and they do not.
[CUSTOMER][POSITIVE] OK, thank you so much. And can you provide me your claim mailing address, please?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and can you repeat your name for my records please?
[AGENT][NEUTRAL] Sure. My name is [PII]. The reference number would be my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and have a wonderful day as well.
[CUSTOMER][NEUTRAL] OK