AccountId: 011433970860
ContactId: 047e20f0-a750-4b17-bddb-0a3ca0f797b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209889 ms
Total Talk Time (AGENT): 66066 ms
Total Talk Time (CUSTOMER): 85484 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/047e20f0-a750-4b17-bddb-0a3ca0f797b5_20250311T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check patient's medical eligibility. Could you please help?
[AGENT][NEUTRAL] Sure, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] My name is [PII]. And did you spell out like [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Once again, the policy number I have here, there.
[CUSTOMER][NEUTRAL] 02549402.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, I do have. The callback number here, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], you say you're calling for eligibility, correct?
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] OK, I'm sure his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] The member's policy is effective from [PII] and now the policy is active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. Uh, if you don't mind, could you please provide me, is there any group name and the group number?
[AGENT][NEUTRAL] Sure, give me a moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Uh, group number 15185.
[AGENT][NEUTRAL] Group name is Oasis Outsourcing Holdings.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oasis holding sink.
[AGENT][NEUTRAL] Oasis Outsourcing, Holdings.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it is outsourcing?
[AGENT][NEUTRAL] Holdings. Mhm.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] This is outsourcing in outsourcing holding sync.
[CUSTOMER][NEUTRAL] Uh, am I right? With Oasis Outsourcing Holdings Inc.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. May I get call reference?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you very much for the help.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too. Have a great day. Bye.
[AGENT][NEUTRAL] Mm bye.