AccountId: 011433970860
ContactId: 78d7882e-510d-4d20-96ba-ff87632f46b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138699 ms
Total Talk Time (AGENT): 38012 ms
Total Talk Time (CUSTOMER): 62518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/78d7882e-510d-4d20-96ba-ff87632f46b9_20250415T18:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII]. I'm calling from Mercy, um, Women's Health Clinic. Um, I just need to get eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Just like
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] option 2.
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 021 0 wait sorry hold on.
[CUSTOMER][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have a policy or er number?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Let's see, OK, so I think I was giving you the right one to begin with. Uh, I have a member ID.
[CUSTOMER][NEUTRAL] Is listed as 02134924.
[AGENT][NEUTRAL] OK, thank you. And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And and of pop and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, looks like this policy terminated [PII]. Let me see if there's a current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now it looks like that is the actual term date, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, alright, I'll let the patient know then um is there a reference number for this call?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name, [PII], and today's date. And can I help with anything else today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And no, that's all, [PII], thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.