AccountId: 011433970860
ContactId: 6cb7b889-44f1-442a-b32b-447139195910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240380 ms
Total Talk Time (AGENT): 63297 ms
Total Talk Time (CUSTOMER): 105100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6cb7b889-44f1-442a-b32b-447139195910_20250128T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name one more time. [PII]?
[AGENT][NEUTRAL] Um, no, it's [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I'm sorry. [PII], my name is [PII]. I'm calling from Orlando Health Medical Group. I need to verify patient's eligibility. Would you be able to assist?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, could I please get your name one more time and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, and [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, policy number 60801.
[AGENT][NEUTRAL] OK, that's the pair ID. Um, if you have the card, the policy number is the outpatient certificate number. Do you see that number on the card?
[CUSTOMER][NEGATIVE] Yeah, that, that's the problem. I don't have that. I, I don't, I, if that's the payer ID then that's whoever entered this information, put that in, so I'm at a loss that no car, no nothing.
[AGENT][NEUTRAL] OK, well, I can look them up by name and date of birth. Mhm. What's the last name?
[CUSTOMER][NEUTRAL] Can I give you their name?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, she's not coming up under that name. No guard. And the last name is.
[CUSTOMER][NEUTRAL] [PII] let me see, let me see if there's an.
[CUSTOMER][NEUTRAL] Um, I just want to look at her ID card. Maybe somebody put something in wrong since everything else seems to be wrong. Um, bear with me and show your photo ID.
[CUSTOMER][NEUTRAL] Uh do do do. Maybe her last name is [PII]. Her ID says [PII].
[AGENT][NEUTRAL] OK, I'll try that.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] OK, she's not coming up under that either. I apologize. Mm.
[CUSTOMER][NEUTRAL] Wow. No, no, no, um, yeah, I'm, I'm literally just looking at her driver's license at this point. Um, OK. And you can't find her by date of birth, um, I'm sorry, by, by name, we can't, OK, so we'll say this patient.
[CUSTOMER][NEUTRAL] Uh, can't be located by name.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And it maybe wouldn't just come up with [PII] as opposed to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, it's not coming up either. I try both ways.
[CUSTOMER][NEUTRAL] Both ways. OK. All right, I mean, if we can't find her, then the patient will get billed until she calls us. Um, so I know you couldn't find her, but is there any reference number to our conversation, E, so at least I, it shows I did call and speak to someone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, ma'am. You can use my name and today's date for the reference number.
[CUSTOMER][NEUTRAL] OK, and you said [PII] E [PII] I E last initial M like [PII]?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Perfect. OK. All right. I do thank you for your help. You have a great rest of your day, OK?
[AGENT][NEUTRAL] You do the same, and [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, bye-bye.