AccountId: 011433970860
ContactId: 2c1665e4-640d-4888-ba91-0316f18021db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161279 ms
Total Talk Time (AGENT): 52777 ms
Total Talk Time (CUSTOMER): 51820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2c1665e4-640d-4888-ba91-0316f18021db_20250317T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, your name again is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], thank you. This is [PII] from Overland Park Regional, and I am needing to verify eligibility for a member.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can I please get your callback number just in case our call is connected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And then you're needing the policy number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 01984205
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That [PII] does have an active C.
[AGENT][NEUTRAL] Her is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and is this, this is an indemnity plan or
[AGENT][NEUTRAL] No, ma'am, um, this is a insurance that's billed secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then [PII] is authorization required?
[AGENT][NEUTRAL] No ma'am, you don't haveization because this is not the major.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, not at this time.
[AGENT][POSITIVE] Oh well you have a great week and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] You're welcome. Bye bye, ma'am.