AccountId: 011433970860
ContactId: f615c708-74ac-4808-ba5e-14e2429a10c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92760 ms
Total Talk Time (AGENT): 53478 ms
Total Talk Time (CUSTOMER): 29952 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f615c708-74ac-4808-ba5e-14e2429a10c1_20250124T15:36_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 [PII], my name is [PII]. I am calling from Spiro Person Hospital checking eligibility for a member.
[AGENT][POSITIVE] Well [PII], it would be a pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02230085
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and I can help you with eligibility and benefits for [PII]. I am showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' major medical. What type of coverage are you needing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just needed to make sure coverage was eligible for or member was eligible for coverage. Um, is there a reference number for our call then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's going to be my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that eligibility for [PII]. Thank you for calling APL. Hope you have a very happy weekend.
[CUSTOMER][POSITIVE] You also, thank you very much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.