AccountId: 011433970860
ContactId: 45fd9230-9f99-40e4-aca5-4ce5ad36fc7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140300 ms
Total Talk Time (AGENT): 63721 ms
Total Talk Time (CUSTOMER): 67054 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/45fd9230-9f99-40e4-aca5-4ce5ad36fc7d_20241230T17:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I am calling to try and verify coverage for a patient, please.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Pearl River County Hospital.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], what's her phone number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] I do not have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient is in our emergency room and she does not have a card. I do have her social.
[AGENT][NEUTRAL] OK, can I get that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is going to be [PII].
[AGENT][NEUTRAL] OK, what is that insured's first and last name?
[CUSTOMER][NEUTRAL] Um, first name [PII], last name [PII]
[AGENT][NEUTRAL] OK. [PII], what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] OK, so unfortunately this is not gonna be a policy that I can um handle um this is gonna be a policy that Web TPA handles and let me give you their contact number.
[CUSTOMER][NEUTRAL] OK, uh, right so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9759458. And the policy number that I pulled and they may be able to help you with it to see if she has medical coverage. Let me give you that policy number.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] It's 172.
[AGENT][NEUTRAL] 3585 and they can see if there's any medical coverage attached to that policy number.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Yes ma'am, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I need thank you.
[AGENT][POSITIVE] OK, well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] All right, bye-bye.