AccountId: 011433970860
ContactId: 57a2e0ba-46e3-4749-8b52-b20bde801662
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165300 ms
Total Talk Time (AGENT): 67955 ms
Total Talk Time (CUSTOMER): 65522 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/57a2e0ba-46e3-4749-8b52-b20bde801662_20250327T14:50_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi good morning I'm just trying to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can you please give me your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah it's Eileen S as in snake.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What was the second thing yesterday, sorry, the name of the facility is Holy Cross Health.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a good call back number is [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII], and the policy number is.
[CUSTOMER][NEUTRAL] 02542054 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me read the policy number back to you. 0254204ML8. Is that correct?
[CUSTOMER][NEUTRAL] 5420.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look up that policy for us real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you give me the policy one more time because it didn't pull it up under that number we just verified.
[CUSTOMER][NEUTRAL] OK, uh 02542054 M as in Mary, L as in Larry 8 well there's two different there's a 7 and an 8 but I gave you the 8.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, that's fine. Right.
[CUSTOMER][NEUTRAL] Because it's outpatient or we could do it yeah.
[AGENT][NEUTRAL] OK, and it's for Ms. [PII]. I've got her pulled up right here and she does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK and you said your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and what's the first initial of your last name?
[AGENT][NEUTRAL] It is A
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye