AccountId: 011433970860
ContactId: eff74002-7097-4ac3-b9db-94f4ab7db882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161889 ms
Total Talk Time (AGENT): 67446 ms
Total Talk Time (CUSTOMER): 66513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/eff74002-7097-4ac3-b9db-94f4ab7db882_20250422T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Memorial Hospital in [PII]. I'm just calling to check eligibility for this patient.
[AGENT][NEUTRAL] Of course, I can help you with the eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02467094 M as in Mike, L as in
[CUSTOMER][NEUTRAL] Larry 8.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So, it looks like the policy is currently active. The effective date was [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much and is there um a group number on there by chance?
[AGENT][POSITIVE] Let's see, yes, I can look that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 23,630.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][POSITIVE] Perfect thank you so much and um is there a group name as well or just the group number?
[AGENT][NEUTRAL] Um, the group name is 360 Energy Solutions LLC.
[CUSTOMER][POSITIVE] Thank you so much. And then uh my last question would just.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Do does she have a middle initial or middle name listed?
[CUSTOMER][NEUTRAL] By chance?
[AGENT][NEUTRAL] I don't believe so. It's just uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] [PII], I don't know how to say that. Um, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's me
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much for all your help and do you guys have a call reference number by chance?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it'll just be my first name, [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help, [PII].
[AGENT][POSITIVE] OK, of course. All right, have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] OK, bye.