AccountId: 011433970860
ContactId: 42158f7d-165f-481d-ba75-391da6b277d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201539 ms
Total Talk Time (AGENT): 76537 ms
Total Talk Time (CUSTOMER): 93154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/42158f7d-165f-481d-ba75-391da6b277d2_20250211T19:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Haman Imaging to check the eligibility and benefits of the patient.
[AGENT][NEUTRAL] I'm sorry, ma'am, I cannot hear you.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can you hear me?
[AGENT][POSITIVE] OK. Uh a little bit better.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] No, it's better.
[AGENT][POSITIVE] Yes, that's better.
[CUSTOMER][NEUTRAL] OK. Hi, my name is [PII]. I'm calling on behalf of some imaging to check the eligibility of the patient. So can you help me with that?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I can assist you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 18294.
[AGENT][NEUTRAL] You have a copy of the medical ID card?
[CUSTOMER][POSITIVE] Yes, I have it.
[AGENT][NEUTRAL] OK, is there a policy er number on the card? Should be an inpatient and an outpatient.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Give me the numbers before the letter M, please.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, the outpatient, correct?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Uh, after L it's 8.
[AGENT][NEUTRAL] OK, give me the numbers before the letter M, before.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] Um, OK. It's [PII].
[AGENT][NEUTRAL] And what's a good phone number to you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, sure. Uh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, got it. And can, can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, I.
[CUSTOMER][NEUTRAL] Uh yeah, sure.
[CUSTOMER][NEUTRAL] Patient's name is?
[CUSTOMER][NEUTRAL] [PII]. And the last name is [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. And you're just wanting the eligibility information?
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] Uh yes. Uh, it's a secondary plan, secondary plan, correct, insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me give you the effective date. It's [PII].
[AGENT][NEUTRAL] Uh, this policy is active at this time, and yes, this policy is secondary to the major medical policy.
[CUSTOMER][NEUTRAL] OK. Uh, and can you spell your name?
[AGENT][NEUTRAL] You'll use my name and today's date is your reference. I can spell it for you. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial last name is [PII] and did you have any other questions?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, and this is the call reference number too?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. That's all from my side. Thanks for your assistance. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.