AccountId: 011433970860
ContactId: f4c0a334-e841-4077-924a-2eadb4c79b11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107690 ms
Total Talk Time (AGENT): 53667 ms
Total Talk Time (CUSTOMER): 43248 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f4c0a334-e841-4077-924a-2eadb4c79b11_20250327T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] calling from the Medical University of South Carolina, calling to verify eligibility on a policy and to verify the address for claims.
[AGENT][POSITIVE] All right. I'm happy to help with the eligibility and claims address. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number we have 02127313.
[AGENT][NEUTRAL] All right, thank you for that. And then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII], no extension.
[AGENT][POSITIVE] Thank you so much. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. Uh first name is [PII]. I'll spell the last name, [PII] Date of birth, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you so much. So, uh, looks like the member's plan was effective [PII]. It has lapsed and it looks like the plan terminated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't show any other active plans for the member at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call, [PII]?
[AGENT][NEUTRAL] Absolutely, that would be my name with my last initial than today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK beautiful thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.