AccountId: 011433970860
ContactId: 855a9779-5e82-42e1-aed7-a75d78e7b97d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134479 ms
Total Talk Time (AGENT): 65287 ms
Total Talk Time (CUSTOMER): 64580 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/855a9779-5e82-42e1-aed7-a75d78e7b97d_20250512T13:17_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] with Montgomery Pulmonary Consultants, and I'm trying to um verify eligibility.
[CUSTOMER][NEUTRAL] On a patient's upcoming appointment?
[AGENT][NEUTRAL] I can certainly help with eligibility, um, so, what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I'm looking at.
[CUSTOMER][NEUTRAL] 303-410-001200
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Is there anything on the card that says outpatient or inpatient benefits or?
[CUSTOMER][NEUTRAL] I do not have the card in front of me. I don't know if they scanned it in or not.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's see, let me see if I can get to a screen so that we can look at, look it up by name, um, and how do you spell the last name of the patient, please?
[CUSTOMER][NEUTRAL] Yes, um, [PII]
[AGENT][NEUTRAL] And the first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you. And Mr. [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is going to be [PII].
[AGENT][POSITIVE] Really appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you very much, [PII], he had a policy with us from [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Did you, did it make the change your password?
[AGENT][NEUTRAL] Until, uh, let me just check here.
[AGENT][NEUTRAL] Until [PII]. Now at that time, he, uh, this was through his employer at that time the policy lapsed, so Mr. [PII] had a policy with us that lapsed as of [PII]. I don't have anything else for him, um, so he may have a secondary insurance, but it's not with us.
[CUSTOMER][POSITIVE] Because I can get into that I and I can get into I can whenever you feel me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now is there anything else at all?
[CUSTOMER][POSITIVE] OK, just verifying thank you.
[AGENT][NEUTRAL] Yeah, is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No, no, thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good one.