AccountId: 011433970860
ContactId: 0ae52a7a-c806-46a8-94c3-c22eabd58194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 920590 ms
Total Talk Time (AGENT): 190149 ms
Total Talk Time (CUSTOMER): 120228 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0ae52a7a-c806-46a8-94c3-c22eabd58194_20250204T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial [PII] I would like to verify a patient, please, and I am a healthcare provider and I do not have a card, um.
[CUSTOMER][NEUTRAL] Scanned into the patient's account that's why I need some information, please.
[AGENT][NEUTRAL] All right, Ms. [PII], just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and what type of provider's office are you calling from?
[CUSTOMER][NEUTRAL] Uh, well, this is the facility, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see, do you have the patient's um social security number?
[CUSTOMER][NEUTRAL] Um, let me see, I'm quite sure I do. Let me go in here.
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK, give me just a moment. I'm try pulling it up, looking at that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they do have a couple of policies with us, um, like what type of uh services are they trying to get?
[CUSTOMER][NEUTRAL] He, yeah, he's gonna have outpatient surgery.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is a tonsillectomy, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], um, so now that I've got his um information pulled up, let me get you over to the benefits department and they can uh verify his eligibility, OK?
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you before I transfer you over?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, ma'am, it will take care of it. Thank you.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I just wanted to check in with you, make sure you're still there. I'm on hold for a representative that can uh go over those benefits with you, OK?
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][POSITIVE] Just, no problem. Just stay with me. I'll have somebody with you in just a moment.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh crap.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] I ain't ever called you before.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Well, I have a provider on the line trying to verify uh benefits on a patient and it's a, a high um hospital indemnity, but there's nobody in the queue for that. So [PII] told me to get care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, yeah, there, I think the hospital indemnity calls are supposed to be rolling over to us.
[CUSTOMER][NEUTRAL] Now that's one of the news that we picked up on Monday, but yeah, what um did you get that policy number or anything or you just have the person's name or?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So she didn't have the policy number and I forgot to give it to her, but I've got it pulled up. Policy number is 257.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 645 3
[CUSTOMER][NEUTRAL] OK, and do you know the lady?
[AGENT][NEUTRAL] She verified the name and date of birth. Her name is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. And do you know what uh office she's calling from?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She says she's calling from a facility and she's calling about an outpatient tonsillectomy procedure.
[CUSTOMER][NEUTRAL] OK, and she's just trying to get information on a claim, is that what it was?
[AGENT][NEUTRAL] Yeah, I, she's just wanting to verify the benefits, um, because, um, the patient didn't have any information, didn't have the policy number. I had to look it up by the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh goodness. Oh good. OK. Yeah, go ahead and put it through.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright thank you [PII] have a good day.
[CUSTOMER][POSITIVE] You're welcome you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with the care team.