AccountId: 011433970860
ContactId: fa84183e-867f-48e6-91fb-81178b62c0b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125870 ms
Total Talk Time (AGENT): 48670 ms
Total Talk Time (CUSTOMER): 52331 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/fa84183e-867f-48e6-91fb-81178b62c0b8_20250129T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling from Saint Luke's Hospital, um, and I was just calling to verify that a patient has coverage for you guys.
[AGENT][NEUTRAL] You're calling to verify eligibility for a patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, looks like 01935518.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 226.
[AGENT][NEUTRAL] 7456.
[AGENT][NEUTRAL] And I show the policy effective date.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, can I go ahead and get the group number for the new policy?
[AGENT][NEUTRAL] Mhm, mhm. The group number is 23669.
[AGENT][NEUTRAL] So the group number did not change.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then is the uh the claims address still [PII]?
[AGENT][NEUTRAL] Yes, in [PII].
[CUSTOMER][NEUTRAL] Yes, mhm, OK perfect and then what is the first letter of your last name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's [PII], and you'll use my name and today's date as reference for today's call.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Oh you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.