AccountId: 011433970860
ContactId: ea8e5566-0f3f-4c8e-a27b-e42de5be3342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129550 ms
Total Talk Time (AGENT): 65349 ms
Total Talk Time (CUSTOMER): 68815 ms
Interruptions: 1
Overall Sentiment: AGENT=3.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ea8e5566-0f3f-4c8e-a27b-e42de5be3342_20250407T15:12_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. I'm calling about eligibility on a patient that was seen in the emergency room.
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII] first name [PII] last name [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient?
[CUSTOMER][NEUTRAL] The phone number for the patient is [PII].
[CUSTOMER][NEUTRAL] Well, it has [PII].
[AGENT][NEUTRAL] What's the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, so I have a in patient or out patient. They're all the same number but the end is different.
[AGENT][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So 1487317 M as in man, L as in lady, 7.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the outpatient is the same but the number 8 at the end.
[AGENT][NEUTRAL] Got you. I appreciate that, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sure, first name is [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And it would be my pleasure to help you with eligibility for [PII]. Miss [PII], I'm showing that this policy turned on 21-2023. Maine does not have active coverage after that. That is correct.
[CUSTOMER][NEUTRAL] 2123.
[CUSTOMER][POSITIVE] Thank you so much. May I have a uh a number for today?
[AGENT][POSITIVE] My pleasure to
[AGENT][POSITIVE] Sure, you can, uh the reference number would be my name in today's date, and I spell my name [PII], and it was a pleasure to assist you with that eligibility. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No thank you have a great week.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a great week as well, [PII]. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You bye.