AccountId: 011433970860
ContactId: 3e565602-2506-4faf-adc8-380a410c0e45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151039 ms
Total Talk Time (AGENT): 59179 ms
Total Talk Time (CUSTOMER): 74422 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3e565602-2506-4faf-adc8-380a410c0e45_20250321T15:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from North Mississippi Medical Center. Just wanted to verify, uh, benefits or eligibility for one of our patients to see if there's, uh, medical benefit coverage for [PII].
[AGENT][NEUTRAL] OK, I can check on it for you, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm, sure thing. My direct line is [PII] and I'm sorry, may I have your name one more time please?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, So I appreciate you.
[AGENT][NEUTRAL] You're welcome, Mr. [PII], and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, policy ID that I have is 02584085.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and you say you need eligibility and benefits and the benefits is for um office setting?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, well, it's for medical, it's medical, uh, my date of service is [PII].
[AGENT][NEUTRAL] OK, but do you need just eligibility or you need benefits as well?
[CUSTOMER][NEUTRAL] Uh, no, just eligibility to see if he has active coverage for that data service.
[AGENT][NEUTRAL] Just a little bit, got you.
[AGENT][NEUTRAL] Oh, OK. All right. So yes, the effective date is [PII]. It is active at the moment and this is one of our limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hospital.
[CUSTOMER][POSITIVE] OK, uh, so I appreciate you. Thank you so much. Uh, one more thing if you don't mind, may I have a call reference number for the patient's chart, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you again I hope you have a great morning and a great weekend.
[AGENT][POSITIVE] You as well, and thank you for calling ATL. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Bye thank you bye.