AccountId: 011433970860
ContactId: f4629d52-42f9-4e7b-b3e4-de21f9a50708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169179 ms
Total Talk Time (AGENT): 59130 ms
Total Talk Time (CUSTOMER): 86283 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f4629d52-42f9-4e7b-b3e4-de21f9a50708_20250530T13:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South M Hospital to uh verify eligibility for a patient we had here.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, give me one second. The policy number is 1255963M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] It literally makes it uncomfortable.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were just needing um benefits or claim status?
[CUSTOMER][POSITIVE] The right right right you got it.
[CUSTOMER][NEUTRAL] Once I saw
[CUSTOMER][NEUTRAL] I just wanna know if he's active.
[AGENT][NEUTRAL] OK, I can look that up for you. Hold on one moment.
[CUSTOMER][POSITIVE] It's very comfortable though, so I'm hoping the other one for the.
[CUSTOMER][NEUTRAL] GC3
[CUSTOMER][NEGATIVE] So far
[AGENT][NEUTRAL] OK, the policy number you gave me laps 21121 of 18.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I saw that hellfire. I need a picture. I've never seen it.
[AGENT][NEUTRAL] And she does have a new policy number. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEGATIVE] Is 0. OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] OK, what is it 0?
[AGENT][NEUTRAL] 022882227
[AGENT][NEUTRAL] And the policy is active. Yes, ma'am.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, since when is it active?
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] My boy.
[CUSTOMER][NEUTRAL] He has
[CUSTOMER][POSITIVE] [PII] OK perfect thank you so much, [PII]. I really appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you, CO, for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.