AccountId: 011433970860
ContactId: 3fdcdcd4-64de-4404-b977-f9a884d5a8b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240520 ms
Total Talk Time (AGENT): 79372 ms
Total Talk Time (CUSTOMER): 70619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3fdcdcd4-64de-4404-b977-f9a884d5a8b8_20250602T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling to check um verify eligibility for this member for a member.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name and issue is the letter C if you need that. And do you mind repeating your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, Missy, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII]. That's the direct line.
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] That's SSM Health Saint Louis University Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] That is 0187873.
[AGENT][NEUTRAL] Mm. Let me have that number one more time.
[CUSTOMER][NEUTRAL] Mhm. It is 0187873.
[AGENT][NEUTRAL] Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Uh, I do. Let me pull it up. Give me one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at the car, um.
[CUSTOMER][NEUTRAL] Oh, maybe I was missing a few numbers off of the.
[CUSTOMER][NEUTRAL] Um, [PII] 0 yeah, it is 01897873.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] 3. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. And you say you want eligibility for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK. All right. Um, let me check. It looks like she's terminated. Let me double check, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, Ms. [PII] is not eligible. Um, she was terminated from the policy. Um, her termination date is
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it looks like her termination date was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alrighty, and is there a reference number for our call or is it just your name?
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much. That is all I needed.
[AGENT][POSITIVE] OK, well thank you for calling ATL. You have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.