AccountId: 011433970860
ContactId: 33626c6a-b0b7-4a49-bd93-75b5f28818d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373709 ms
Total Talk Time (AGENT): 128769 ms
Total Talk Time (CUSTOMER): 101031 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/33626c6a-b0b7-4a49-bd93-75b5f28818d2_20250319T19:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to see if a patient's policy covers a hospital procedure.
[AGENT][NEUTRAL] All right, you need to verify benefits on a patient.
[CUSTOMER][NEUTRAL] Yeah, and of a prior [PII]
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] And what was yours again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], last [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], just in case we get disconnected, what's a good call back number for you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Crisma Health um Orange Memorial Hospital.
[AGENT][NEUTRAL] OK. And do you have the patient's uh policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry, I've been trying to figure this policy out for a minute now.
[CUSTOMER][NEUTRAL] Mm, I have to find it again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem, take your time. If you don't have the policy number I can use the social to pull them up.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm zooming into it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02580644.
[AGENT][NEUTRAL] All right, give me just a moment. Let me get that pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, Ms. [PII], can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] She may also go by a preferred name of [PII].
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK, yes, that's what we have. Alright, [PII], um, thank you for verifying that information for me. Give me just a second. I'm gonna get somebody in the benefits department to um look up what you need to verify, OK?
[CUSTOMER][POSITIVE] Like it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can do for you in the meantime?
[CUSTOMER][NEUTRAL] I just need to verify the benefits and see if an authorization is required or if it's even in network with the hospital.
[AGENT][POSITIVE] Alright, no problem, just tell you. I'll get somebody, uh, on the line for you that can assist with that, OK?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, thank you so much for calling APL and I hope you have the rest of a wonderful rest of your day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][POSITIVE] I'm good, thank you. I have a provider on the line calling to verify benefits and eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what's that policy number?
[AGENT][NEUTRAL] It is 258-064-4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a specific question that I can help with or?
[AGENT][NEUTRAL] They're wanting to know what type of benefits would be covered under this plan.
[AGENT][NEUTRAL] Um, her name and she's wanting to know if they're, if they need an authorization. I know I don't think that they do. I don't think we.
[AGENT][NEUTRAL] Give authorizations like that um but she, she had some questions on what the insurance would cover.
[CUSTOMER][NEUTRAL] No, we don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I have the policy pulled up. What was her name?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, her name is [PII], last initial [PII] and her callback number is different than what's on the screen. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect I'll have it.
[AGENT][POSITIVE] All right, thank you, here she comes.
[CUSTOMER][NEUTRAL] OK