AccountId: 011433970860
ContactId: ebd5bf77-4adf-474c-bc13-4874e38a8701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107949 ms
Total Talk Time (AGENT): 49869 ms
Total Talk Time (CUSTOMER): 38670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/ebd5bf77-4adf-474c-bc13-4874e38a8701_20250314T18:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII], and I'm calling from Memorial Hospital Miramar.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02415277 ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have an effective date of [PII].
[AGENT][NEUTRAL] Alright, let me double check. I think that's October. Bear with me. [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect thank you and is there a call reference number for our call today?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect, thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.