AccountId: 011433970860
ContactId: 04eaec5b-3152-4952-bad6-fc9c66a605ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185279 ms
Total Talk Time (AGENT): 58264 ms
Total Talk Time (CUSTOMER): 68767 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/04eaec5b-3152-4952-bad6-fc9c66a605ae_20250328T19:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with eligibility and can you please repeat your name for me?
[CUSTOMER][NEUTRAL] [PII] My initial is [PII].
[AGENT][NEUTRAL] Thank you. And then what is your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. The last name is [PII]. The date of birth, [PII].
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] It is 746-578-23200.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from Regina?
[CUSTOMER][NEUTRAL] Baptist Hospital of [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] No, I have only that. There is no member phone with that information.
[AGENT][NEUTRAL] OK, let me see if I can find it by the last name and the first name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not find a member by that name in our computer system. Do you have a social security number?
[CUSTOMER][NEUTRAL] No, there is no member phone with that information.
[AGENT][NEGATIVE] OK. I, I'm unable to find that member in our computer.
[AGENT][NEGATIVE] Without a good policy number.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And the initial last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK. May I know the call reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] You too [PII] have a good weekend thanks for calling APL bye bye.