AccountId: 011433970860
ContactId: 4c961521-60e8-4d5a-a2c6-68e14ab70214
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177580 ms
Total Talk Time (AGENT): 83480 ms
Total Talk Time (CUSTOMER): 55140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4c961521-60e8-4d5a-a2c6-68e14ab70214_20250507T16:23_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] Hello, my name is [PII] calling from Star Regional Medical Center. I was calling to verify eligibility for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] There is [PII], excuse me, 6.
[CUSTOMER][NEUTRAL] [PII], a direct line?
[AGENT][NEUTRAL] I'm sorry, you was breaking up. Can you repeat that number?
[CUSTOMER][NEUTRAL] Mhm, sure, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And um may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02469144
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. Um, let me check and see if I have a new policy. This one is terminated, OK, one moment.
[CUSTOMER][NEUTRAL] Because I'm calling for my data back from [PII] that I'm trying to verify for.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yes, the policy number that you provided to me was effective on [PII] and it terminated [PII]. Um, let me check if she had anything prior.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was May or March?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] March, yeah. um hm.
[AGENT][NEUTRAL] And this is for medical, not for dental, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, she didn't have a medical policy with us in March.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that, that is fine. I'm just trying to make sure, um, did you need any other information from me?
[AGENT][NEUTRAL] No. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, and it's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a reference that I can get for a call.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And how do you spelling your first name?
[AGENT][NEUTRAL] It's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, well, I do thank you so much for your help and your time. I will submit the request. I'll follow up with the patient. You have a great rest of the day. Goodbye.
[AGENT][POSITIVE] You as well thank you for calling ATL. Have a good day, Miss [PII]. Bye bye.
[CUSTOMER][POSITIVE] Thanks goodbye.
[AGENT][NEUTRAL] Bye.