AccountId: 011433970860
ContactId: 3b2b87f8-f3d1-4ee5-b4b5-97ed97b3a619
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136339 ms
Total Talk Time (AGENT): 55119 ms
Total Talk Time (CUSTOMER): 56053 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/3b2b87f8-f3d1-4ee5-b4b5-97ed97b3a619_20250214T14:34_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Ascension Seaton Highland Lakes on a recorded line and I'm looking for patients eligibility. Can you help me?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with eligibility. First, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yeah, so my callback number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 01896.
[CUSTOMER][NEUTRAL] 422.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient first name is [PII] and the last name is [PII], spelled as [PII] and the date of birth of the patient is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] I'm sorry, the effective date on the policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] Um, and what other information do you need?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just give me a moment. Uh, yeah. Uh, can you verify the group number as well if you have?
[AGENT][NEUTRAL] Um, yes, the group number is 24254.
[CUSTOMER][NEUTRAL] OK. And uh can you provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII], and my name in today's date will be your reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, it's, it's sufficient. Thanks for the help and it was nice talking to you. Thank you. Have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] You do the same, [PII]. Thank