AccountId: 011433970860
ContactId: 122a2560-e09c-450c-a5a6-c12188837acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165199 ms
Total Talk Time (AGENT): 58564 ms
Total Talk Time (CUSTOMER): 72915 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/122a2560-e09c-450c-a5a6-c12188837acd_20250415T20:09_UTC.wav
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[AGENT][NEUTRAL] For checking ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][POSITIVE] Yes, yeah, I can certainly help, certainly help with eligibility. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yes, the policy number, it is going to be 0233.
[CUSTOMER][NEUTRAL] 6008.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 7.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth, it is [PII].
[AGENT][POSITIVE] Thank you. And if there's a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With extension [PII].
[AGENT][POSITIVE] Thank you so much. Um, the, uh, policy went into effect on [PII], it is active. Is there anything else besides eligibility that I can help with?
[CUSTOMER][NEUTRAL] Oh, thank you very much for asking. You said the policy is effective from [PII] and still currently active, am I right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Thank you. Is there any group number and group name for this policy?
[AGENT][NEUTRAL] Uh, yes, no, the group number for this is um.
[AGENT][NEUTRAL] 19145.
[AGENT][NEUTRAL] And the group name
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Get that to come up.
[AGENT][NEUTRAL] It's the Ferrettiro, F E R R.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] E T T I.
[CUSTOMER][NEUTRAL] That's it, uh S [PII] R R E T T I, right?
[AGENT][POSITIVE] Yes, the the Ferrari Group of America, that's correct.
[CUSTOMER][NEUTRAL] Sara Group of America, right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Thank you very much. You said the policy is effective from 51-2023 and the group number it is 19145, and the group name it is Sarati Group of America. Is this right? All the information?
[AGENT][POSITIVE] That is correct. That is correct, yes.
[CUSTOMER][NEUTRAL] Thank you. And could you, yes, could you please spell out your name for the documentation purpose?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Oh thank you very much [PII] and may I know the call reference number for this call?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] Thank you very much for that. Thank you for the help. Have a great day bye bye.
[AGENT][POSITIVE] Thanks for contacting