AccountId: 011433970860
ContactId: 52e4bdfe-64cd-4bd6-bc33-0f7867687ffe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200220 ms
Total Talk Time (AGENT): 58357 ms
Total Talk Time (CUSTOMER): 100514 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/52e4bdfe-64cd-4bd6-bc33-0f7867687ffe_20250312T20:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from Atria Healthcare on a recorded line. And this call is regarding a patient eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is again?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] You mean member ID?
[AGENT][NEUTRAL] Policy number or policy certificate number, start with 01 or 02?
[CUSTOMER][NEUTRAL] Mm, I mean, I have like a patient member ID is 026.
[AGENT][NEUTRAL] No, ma'am, I need a policy number. Does it start with a 01 or 02?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Sorry, we don't have a policy number. So we have like a patient member ID.
[AGENT][NEUTRAL] Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] No, I'm not a patient. I'm a provider. I need a pat.
[AGENT][NEUTRAL] No, ma'am. I'm asking, do you have a copy of the patient's card in front of you?
[CUSTOMER][NEUTRAL] No, no, uh, I don't have like a copy of patient in front of me. I'm having like a patient data.
[AGENT][NEUTRAL] What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the last name is [PII] and the patient date of birth is [PII].
[AGENT][NEUTRAL] Spell the first name again, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't show that patient in our system.
[CUSTOMER][NEUTRAL] So you don't have patient database in your system. OK, can we
[AGENT][NEUTRAL] The patient is not in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Can I get your call reference name and your ID?
[AGENT][NEUTRAL] I can use my name in today's date as a reference number.
[CUSTOMER][NEUTRAL] Yeah, could you spell it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for the information.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye, bye, bye.