AccountId: 011433970860
ContactId: f8f652c9-9e80-4561-8b3d-5119cbf9842a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91910 ms
Total Talk Time (AGENT): 41081 ms
Total Talk Time (CUSTOMER): 38690 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/f8f652c9-9e80-4561-8b3d-5119cbf9842a_20250401T15:07_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, good morning. My name is [PII] calling from Memorial Hospital. I just needed help verifying a patient's coverage, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, call back is [PII] and the policy number I have is 02508104.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, and then is there a call reference number I could take note of?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, and today's date. All right, got it. Thank you for your help. I appreciate your time.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh no, that was everything I needed thank you again.
[AGENT][POSITIVE] Alright, thanks for calling APO you're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.