AccountId: 011433970860
ContactId: 857bbe9a-ace6-4cad-938f-254733b96eb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208320 ms
Total Talk Time (AGENT): 69337 ms
Total Talk Time (CUSTOMER): 64182 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/857bbe9a-ace6-4cad-938f-254733b96eb1_20250610T19:10_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the University of Alabama Hospital to check on the eligibility of the patient.
[AGENT][NEUTRAL] Can I get you to spell your name for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. Um, and can I get the policy number for the claim?
[CUSTOMER][NEUTRAL] Yeah, that's showing only 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have the policy number or the, the policy number?
[CUSTOMER][NEUTRAL] Um, let me check if I have one more.
[AGENT][NEUTRAL] Right here.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh, what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK. Yeah, that's not the poli that's not his policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have the social security number.
[AGENT][NEUTRAL] OK. And what is that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just one moment to look it up.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I get you to verify his uh date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] I just need to know the effective date of the patient.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Would you like the policy number as well?
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] OK, um, the policy number is 02.
[AGENT][NEUTRAL] 40
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 97
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 95
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. So, can I get the reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and last initial in today's date so it'd be [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Thank you for the information. It was nice talking to you. Thank you so much. Have a great day.
[AGENT][POSITIVE] OK. Thank
[AGENT][POSITIVE] You too thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.