AccountId: 011433970860
ContactId: ffbe5bd9-ba0f-42b2-8046-6dce719a1baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 28979 ms
Total Talk Time (CUSTOMER): 71751 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ffbe5bd9-ba0f-42b2-8046-6dce719a1baa_20250624T22:20_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], my name is [PII]. I am calling from Memorial Pembroke with the NPI number of 1063495836.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to verify the APL insurance for [PII].
[AGENT][POSITIVE] OK, and do you have a good callback number, Mayor [PII]? I can help you with eligibility and benefits.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And do you have a policy number for the patient or member ID?
[CUSTOMER][NEUTRAL] I have the member ID is 02359601.
[AGENT][NEUTRAL] And do you have the patient's date of birth?
[CUSTOMER][NEUTRAL] Um, yes, the date of birth is [PII].
[CUSTOMER][NEUTRAL] I believe it's insured under [PII]
[AGENT][NEUTRAL] Uh, yes, um, looks like the policy is active and effective. [PII].
[AGENT][NEUTRAL] Do you need the benefits?
[CUSTOMER][NEUTRAL] OK, give me one second so I can write it. Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial to last name [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] patient insurance is active with, what's the date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the other question you was gonna ask me?
[AGENT][NEUTRAL] Oh, did you need benefits or just eligibility?
[CUSTOMER][POSITIVE] No, just eligibility. OK. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.