AccountId: 011433970860
ContactId: 2aa99a41-047f-4947-926b-a81d5e525fbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218399 ms
Total Talk Time (AGENT): 88568 ms
Total Talk Time (CUSTOMER): 97116 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2aa99a41-047f-4947-926b-a81d5e525fbb_20250317T12:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] with Piedmont Healthcare. Um, I was calling to verify eligibility for a patient. Would you be able to help me with that?
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that this morning. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's policy number please, ma'am?
[CUSTOMER][NEUTRAL] OK, so it is um like in [PII].
[CUSTOMER][NEUTRAL] 43510978.
[AGENT][NEUTRAL] So our policies are all numerical. They start with a 0. Do you happen to have another policy?
[AGENT][NEUTRAL] Number on file for the patient?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm trying to pull up the card here.
[AGENT][NEUTRAL] If you don't, I can do a name search. You wanna do that?
[CUSTOMER][NEUTRAL] Yeah. OK, hold on. I, I got something here.
[AGENT][NEUTRAL] OK, so our policy is going to begin with a 0.
[CUSTOMER][NEUTRAL] OK. So,
[AGENT][NEUTRAL] For APL.
[CUSTOMER][NEUTRAL] OK, so this a policy slash cert number, is that what you're referring to?
[AGENT][NEUTRAL] That is it, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. 025.
[CUSTOMER][NEUTRAL] 92879.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] All right. Thank you, [PII], and I can help you with that eligibility for [PII]. I'm showing his policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2 [PII]. OK, and this is a medical or health benefit plan?
[AGENT][NEUTRAL] It is, it's a limited um indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so when I, I need to change the member ID number to the one that I just provided to you?
[AGENT][NEUTRAL] Yes ma'am, the other policy number is for wellness and preventive only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. 2879. Um, and thank you. How do you spell your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK, thank you. And is there a um reference number for this call, [PII]?
[AGENT][NEUTRAL] Reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. Alright, thank you so much. You have a good day, [PII].
[AGENT][POSITIVE] [PII], it's been my pleasure to assist either way.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry. OK.
[AGENT][POSITIVE] And it's been a pleasure to help you with that eligibility, [PII]. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All [PII].
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.