AccountId: 011433970860
ContactId: 49ac41a5-3b57-488b-ac68-f61e6b72cdec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97519 ms
Total Talk Time (AGENT): 48550 ms
Total Talk Time (CUSTOMER): 51501 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/49ac41a5-3b57-488b-ac68-f61e6b72cdec_20250131T18:26_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII] [PII] I'm calling from Lakeland Regional Health, and I just wanted to verify eligibility for a patient please.
[AGENT][NEUTRAL] I can certainly look at the eligibility, [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] OK, so I, my problem is this I, I made a scan of her insurance card, but the outpatient benefit certification number is cut off. I do have the in hospitals benefit number. Would that help?
[AGENT][POSITIVE] Oh, that's great. Yes, absolutely. What, what is that?
[CUSTOMER][NEUTRAL] Oh, OK, great. OK, 01819429 M like Mary L like Larry 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] Thank you. And I just have to ask, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure it is [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, actually, can you tell me, is the outpatient benefit certification number different than the one I gave you? because that's the one I need to put in my computer.
[AGENT][NEUTRAL] Uh, no, it's exactly the same. Um, what they do is, uh, the, um, that number will bring it up. It sometimes it will say ML8 or ML 7 at the end of it, and that's just something for us. But the policy number is essentially that 01819429.
[CUSTOMER][NEUTRAL] That's all I need to put in then up to the 9.
[AGENT][NEUTRAL] Both in, yes, yeah, that's for both in, that's for both in and outpatient hospital settings.
[CUSTOMER][POSITIVE] OK all right perfect well thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting API a good.