AccountId: 011433970860
ContactId: 5ad6e491-0e3c-45d8-9557-fb8935141681
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154009 ms
Total Talk Time (AGENT): 74583 ms
Total Talk Time (CUSTOMER): 49947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5ad6e491-0e3c-45d8-9557-fb8935141681_20250609T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] calling from Baptist Hospital in [PII], and I wanted to verify um eligibility for a patient that has been seen already.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 02107012 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, he does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His new number is, OK, 024.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] 06348.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the new policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now, because he has a new policy number, is there a new group name and group number?
[AGENT][NEUTRAL] Um, let's see. Well, the effective date on the policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And let me check the group name and number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] OK, I'm showing that the group number is 15185.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the group name is Oasis Outsourcing Holdings.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All [PII]. Got it. And is there a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks to you, Miss [PII]. Bye-bye.
[AGENT][POSITIVE] Mm thanks.