AccountId: 011433970860
ContactId: 7a8874fd-d18d-4a16-8238-ee1df3218f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176139 ms
Total Talk Time (AGENT): 81969 ms
Total Talk Time (CUSTOMER): 51792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/7a8874fd-d18d-4a16-8238-ee1df3218f6c_20250528T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, [PII], you say?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, I'm, I'm so sorry, sorry. Yes, thank you. Um, good afternoon. Uh, my name is [PII]. I'm calling from Buckley Hospital. I need to verify patient eligibility and beneficiaries.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility and benefits. Um, may I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you and can you please spell your name for me?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And then also, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, policy number is 2295813. [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And everything is current and this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] And she does have an outpatient benefit amount per calendar year of $3500.
[CUSTOMER][NEUTRAL] Did she use any already?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No ma'am, nothing's been used for [PII].
[CUSTOMER][NEUTRAL] OK, OK, thank you, [PII]. uh, can I have a reference number or will be just your name?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] It's going to be my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you, thank you I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you, you're welcome. Uh, you have a wonderful day too, and thank you for calling APL. You take care.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] OK thank you you too. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.