AccountId: 011433970860
ContactId: 87d724d6-6f81-42e3-b6ca-b905d1ca5587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210020 ms
Total Talk Time (AGENT): 66142 ms
Total Talk Time (CUSTOMER): 134621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/87d724d6-6f81-42e3-b6ca-b905d1ca5587_20250318T14:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], hopefully you can um, my name is [PII]. I'm with a provider and I'm trying to locate a patient, um, just to check eligibility, uh, for a stay at the hospital.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility on a patient. Uh, can I please get the name of the provider's office you're calling from and a good call back number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, um, the name is Atrium Health and that could be under Caberri or CMC Northeast.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the phone number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, patient's name [PII], last name for, which is [PII]
[CUSTOMER][NEUTRAL] And let me get date of birth here. Date of birth [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now the policy number I started out pulling up the the their employer name and I figure I'll go in and see who they're.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Insurance carriers, so it gave me American family so I called them and they said that I guess they were with you guys because they no longer did medical policies, so the ID I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna give it to you. I don't know if it's correct, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go in here and look real quick, make sure I'm looking at the right thing.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I have 02588108.
[AGENT][NEUTRAL] OK, let me see if that's a good policy I'll pull that up quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She mentioned something about.
[CUSTOMER][NEGATIVE] Letters AF I'm not even sure if that's even correct.
[AGENT][NEUTRAL] No, ma'am, actually that number that you gave me pulled her in.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And but the thing is is that policy number is a dental policy. Let me see if she has any medical with us at all. She does not have any medical policies with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No medical, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well, hey, at least we found her.
[AGENT][POSITIVE] Right. Good. I'm glad you did.
[CUSTOMER][NEUTRAL] So I'm not going around the country looking for a yeah yeah OK I appreciate it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I think you did all that before you called me.
[CUSTOMER][NEUTRAL] Yes, I did, um.
[CUSTOMER][POSITIVE] Oh my [PII], OK, I'll let the rep know I think she's going through Medicaid anyway, so she is covered on that, so either or. OK well I appreciate it very much and I thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, I think that's it thank you.
[AGENT][POSITIVE] OK, well, you have a wonderful day, Ms. [PII], and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.