AccountId: 011433970860
ContactId: 5fa699a0-6d23-4978-9f80-f5550b79beaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219039 ms
Total Talk Time (AGENT): 71449 ms
Total Talk Time (CUSTOMER): 85857 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/5fa699a0-6d23-4978-9f80-f5550b79beaf_20250303T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Hey there. My name is [PII]. I'm trying to verify eligibility for a patient and obtain.
[CUSTOMER][NEUTRAL] The payer ID?
[AGENT][NEUTRAL] OK, I can help you with both. Um, can you please, uh, give me the name of the patient, the date of birth, and the policy number?
[CUSTOMER][NEUTRAL] Uh OK. The name is [PII], first name, [PII]
[CUSTOMER][NEUTRAL] Uh last name [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the uh
[CUSTOMER][NEUTRAL] The ID is 0255.
[CUSTOMER][NEUTRAL] 592.
[AGENT][NEUTRAL] Thank you and then what is the name that you're of the facility you're calling from and uh this?
[CUSTOMER][NEUTRAL] I'm calling you on behalf of inpatient Solutions. Do you need the NPI?
[AGENT][NEUTRAL] No sir.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me see if I can find that patient real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, do you see a um a different policy number or can you repeat it for me? I have 0255592.
[CUSTOMER][NEUTRAL] 02, 0, actually, no, it's uh 02555592, my bad.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's 4.
[CUSTOMER][NEUTRAL] Yes, sorry, your, your voice is cutting off a little bit.
[AGENT][POSITIVE] OK, sorry about that.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and this effect so now with not uh termination date, correct?
[AGENT][NEUTRAL] Right, it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, that's great. Can I have the payer ID, electronic payer ID?
[CUSTOMER][POSITIVE] Yeah, same as quality, same as.
[AGENT][NEUTRAL] Yes sir, it's 60801.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 60801, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. Uh, finally, can I have the reference call number?
[AGENT][NEUTRAL] Yes sir, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for your help. Have a great rest of your day.
[AGENT][POSITIVE] You're very welcome. You too, thank you for calling APL. I hope you have a good day also.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You take care.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Mm bye bye sir.