AccountId: 011433970860
ContactId: 1c796288-eaa1-4921-b048-e90109113a8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151809 ms
Total Talk Time (AGENT): 71641 ms
Total Talk Time (CUSTOMER): 43905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1c796288-eaa1-4921-b048-e90109113a8b_20250115T19:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Baptist Memorial Hospital. I need, I need to check eligibility and benefits for a patient, please.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with eligibility and benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] That is APL 20,000.
[AGENT][NEUTRAL] Do you have a policy certificate number or member ID?
[CUSTOMER][NEUTRAL] I don't have the card, uh.
[AGENT][NEUTRAL] Not a problem, we can do a name search. What is the last name of the patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Epps that is EPPS.
[AGENT][NEUTRAL] And first name, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] With a V or a PH?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Now actually I can give you the policy number, but actually this is handled by a third party administrator and I can give you that information as well.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] So, Mr. [PII] policy number is 0244.
[AGENT][NEUTRAL] 1329.
[AGENT][NEUTRAL] Benefits and claim status or eligibility is handled by third party administrator Webb.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] TPA.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And I would be happy to transfer you, [PII], if you'd like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I was looking to see if I had their website.
[CUSTOMER][POSITIVE] Um, but yeah, go ahead and transfer me, thank you.
[AGENT][POSITIVE] It'd be my pleasure, [PII]. Thank you for calling APL and I hope you have a wonderful day. One moment for the transfer. Thank you.
[CUSTOMER][POSITIVE] I hope you do as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At TPA.