AccountId: 011433970860
ContactId: 1d74efff-01c5-4bd2-a819-8054e85c1ce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134399 ms
Total Talk Time (AGENT): 47906 ms
Total Talk Time (CUSTOMER): 77479 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1d74efff-01c5-4bd2-a819-8054e85c1ce7_20250325T17:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good thank you. My name is [PII]. I just called like 2 minutes ago and I spoke to some other uh person named [PII] in regards to the eligibility of a patient. She told me that the, the policy number was just like the mom on it, but the dad just gave me the daughter's because she said that he said that she has her own policy. So am I able to check the eligibility for that, please?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm and did you say you're calling on behalf of a provider's office?
[CUSTOMER][NEUTRAL] Yes, a hospital Baptist urgent care.
[AGENT][NEUTRAL] OK, and what's your name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. And what's the policy number?
[CUSTOMER][NEUTRAL] It is OK, so the one that the dad just gave me for the daughter is different than the moms. The one that I have for the mom is like a little bit longer, so I don't know if that has anything to do. The dad gave me this number as [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that, and that is the correct num uh policy number for for [PII] and you're checking eligibility.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, I just wanna see if she's active.
[AGENT][NEUTRAL] Alright, we have that information for you. So the policy effective date is [PII]. Policy is active at this time. And did you have any other questions?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome thank you for calling ATM.
[CUSTOMER][POSITIVE] Have a wonderful rest of your day. What was your name?
[AGENT][NEUTRAL] You too, [PII]. It's [PII].
[CUSTOMER][POSITIVE] Perfect. And the first letter like the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] have a wonderful rest of your day.
[AGENT][POSITIVE] Absolutely, thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Of course bye bye