AccountId: 011433970860
ContactId: e879b9ed-5d61-4458-95e9-d92e1ee2b957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168389 ms
Total Talk Time (AGENT): 72933 ms
Total Talk Time (CUSTOMER): 65291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e879b9ed-5d61-4458-95e9-d92e1ee2b957_20250128T19:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII] calling from Maryview Medical Center. I'm calling to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility.
[AGENT][NEUTRAL] Can I get your callback number, please, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Her first name is [PII] Her last name is [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the policy number please?
[CUSTOMER][NEUTRAL] Is 021-35500.
[AGENT][NEUTRAL] OK, let me pull the policy up real quick.
[CUSTOMER][NEUTRAL] Well it's got a policy number then it has a medical ID which do we use? The policy number?
[AGENT][NEUTRAL] Yes ma'am, the number that you gave me, that's her policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do show that this policy is no longer active.
[AGENT][NEUTRAL] Um, it lapsed on [PII].
[AGENT][NEUTRAL] Let me look and see, yeah, let me look and see if she has something active with us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does. She has a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 255.
[AGENT][NEUTRAL] 4963.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And the effective date?
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and do we build this to [PII]?
[AGENT][NEUTRAL] Let me check real quick.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so that's where it goes and is there a reference call number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It is [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII], thank you. You have a good evening.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL. You have a blessed night.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.