AccountId: 011433970860
ContactId: fbe36ce6-0388-43ea-afc3-a1969470d8ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110760 ms
Total Talk Time (AGENT): 43111 ms
Total Talk Time (CUSTOMER): 58943 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/fbe36ce6-0388-43ea-afc3-a1969470d8ed_20250508T15:48_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, it's already doing here.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Saint Francis Medical Center. I'm calling to verify eligibility of a patient is selected member. Can you help me?
[AGENT][NEUTRAL] Of course I could check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 01704312.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm. [PII] and the date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thanks. Is there any group number?
[AGENT][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That is 15844.
[CUSTOMER][NEUTRAL] Thank you. OK, [PII], that's all for today. Um, do you have a reference number?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] That would be all, [PII]. Thank you very much and have a great day. Goodbye. Mhm.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.