AccountId: 011433970860
ContactId: 3887147d-1894-4d8f-9054-2965e1da9b2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122230 ms
Total Talk Time (AGENT): 46150 ms
Total Talk Time (CUSTOMER): 42354 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3887147d-1894-4d8f-9054-2965e1da9b2a_20250203T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I guess I was seeing the eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] I uh callback number is [PII].
[AGENT][NEUTRAL] Thank you and then what's the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, Melbourne Regional Medical Center.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the patient?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 02585874 ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, uh, does she need an authorization or anything for y'all?
[AGENT][NEUTRAL] She does not because we're not a major medical.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right then, that is everything I was needing then uh do you have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, alright then that's everything I was needing then.
[AGENT][POSITIVE] OK, Ms. [PII], you have a good day and thanks for calling ATL.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Bye-bye.