AccountId: 011433970860
ContactId: 5aa7b8bb-1ccf-4b2c-b0b3-3dc066a96d95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208559 ms
Total Talk Time (AGENT): 93081 ms
Total Talk Time (CUSTOMER): 66648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5aa7b8bb-1ccf-4b2c-b0b3-3dc066a96d95_20250418T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Good afternoon, [PII]. This is [PII] and I was calling to check on eligibility for one of our patients.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility. May I please get your callback number, ma'am, just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, her name is [PII], last name [PII], uh, date of birth I have [PII], and her policy number I have is 60801.
[AGENT][NEUTRAL] Oh, OK. Uh, that number that you just gave me is our payer ID number.
[AGENT][NEUTRAL] Do you see another number?
[CUSTOMER][NEUTRAL] Mm, then I don't, no, she doesn't have the um
[CUSTOMER][NEUTRAL] That's the information she gave us over the phone. I don't see a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see if I can find her by her name and then real quick can I get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, Memorial Hospital West.
[AGENT][NEUTRAL] OK, let me see if I can find Miss [PII] in here by her name.
[AGENT][NEUTRAL] What state does Ms. [PII] live in?
[CUSTOMER][NEUTRAL] Um, I have, she lives in [PII].
[AGENT][NEUTRAL] [PII]. OK. And do you have her address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][POSITIVE] OK, thank you so much. I think I have found her.
[AGENT][NEUTRAL] OK, let me give you her correct policy. Well, let me make sure this is right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, let me give you the correct policy number.
[AGENT][NEUTRAL] It's 254-204-5.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] And she is the spouse on this policy?
[AGENT][NEUTRAL] And the effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is um active and current.
[CUSTOMER][POSITIVE] Oh perfect. Is there a group number or group name?
[AGENT][NEUTRAL] Yes, ma'am. The group number is 18514.
[AGENT][NEUTRAL] And it's Gartech Engineering Corporation.
[CUSTOMER][POSITIVE] Of course. Perfect. All right, [PII], thank you so much for your help today. May I have the first initial to your last name and a reference number for this call, please?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too, Ms. [PII]. Have a wonderful Easter and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.