AccountId: 011433970860
ContactId: 8349f575-732e-4820-a5da-40115f9c7275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213279 ms
Total Talk Time (AGENT): 87518 ms
Total Talk Time (CUSTOMER): 77222 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8349f575-732e-4820-a5da-40115f9c7275_20250217T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], maybe I have the wrong place, but I'm calling to verify the patient has current eligibility and get an effective date.
[AGENT][NEUTRAL] OK, I can help you with eligibility in an effective date. Um, can I please get your name, the facility you're calling from, and your phone number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from Tacoma General Hospital.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate that information and what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name, um, I have to spell it for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, first name is spelled [PII]
[CUSTOMER][NEUTRAL] Last name is spelled [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, um, can I get the date of birth and policy number, please?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[CUSTOMER][NEUTRAL] And I have the card in front of me and I have what they call an employee ID number is that what you need?
[AGENT][NEUTRAL] It will say um member name or member number it might say inpatient or outpatient certificate number.
[AGENT][POSITIVE] Give me the number you got let me I'll let you know if that's a good number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, D as in dog, 476-76869.
[AGENT][NEUTRAL] OK, do you have the patient's social security number?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK, I'm going to try to find them by the name and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and transfer you. I don't see them so I'm gonna go ahead and transfer you on over to IMA I'm gonna give you that phone number just in case our call gets dropped along the way it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. Once if you have to call yourself, you'll also need to choose option one after you call.
[AGENT][POSITIVE] But I'm gonna go ahead and transfer you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, OK, Ms. [PII], you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. We're sorry, but all