AccountId: 011433970860
ContactId: 898e5e40-4659-47be-94fd-c1ed7dadd998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420000 ms
Total Talk Time (AGENT): 102106 ms
Total Talk Time (CUSTOMER): 144796 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/2025/03/17/898e5e40-4659-47be-94fd-c1ed7dadd998_20250317T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office seeking for patient eligibility status.
[AGENT][NEUTRAL] OK, I can help you with eligibility. [PII], can I please get your call back number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] I'm calling from United Emergency Services.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And then what is um the patient's date of birth, policy number and name?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, patient date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And patient's name and policy number?
[CUSTOMER][NEUTRAL] Yeah, patient first name is [PII].
[CUSTOMER][NEUTRAL] Patient last name is [PII].
[AGENT][NEUTRAL] OK, and the patient's policy number, please?
[CUSTOMER][NEUTRAL] Patient policy number is 02586434.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active and the effective date of the policy is [PII].
[CUSTOMER][NEGATIVE] Your voice is too much of breaking.
[CUSTOMER][NEUTRAL] Repeat again, please.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Patient have any group number?
[AGENT][NEUTRAL] The policy
[AGENT][NEUTRAL] Yes, the group number is 70054.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Could you spell your name please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Uh huh, I want one more patient for need for patient eligibility status.
[CUSTOMER][NEUTRAL] Did you assist me?
[AGENT][NEUTRAL] OK, let me put my, I can let me put my note in this one and then we'll move to the next one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your card reference number, please?
[AGENT][NEUTRAL] Uh, you can use my name and today's date.
[CUSTOMER][POSITIVE] Uh huh thank you.
[CUSTOMER][NEUTRAL] Mm patient first name is I need for next patient.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Patient's last name is [PII].
[CUSTOMER][NEUTRAL] Yes and last name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Billing date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the patient's policy number?
[CUSTOMER][NEUTRAL] D as in David 403081112.
[AGENT][NEUTRAL] OK, on this one I will need the patient's uh social security number to pull in the policy.
[CUSTOMER][NEUTRAL] Mm, no, not providing your social security number.
[AGENT][NEUTRAL] OK, so the name is [PII], and can you spell that last name one more time for me, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Patient last name is um [PII].
[AGENT][NEUTRAL] [PII], OK, let me see if I can find the patient.
[AGENT][NEUTRAL] OK. Can you give me the patient's uh address?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Patient address is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] in.
[CUSTOMER][NEUTRAL] The street and the patient.
[CUSTOMER][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] OK. And what's the state?
[CUSTOMER][NEUTRAL] Patient state is [PII].
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] OK, I do not see that that patient has any active policies with our company.
[CUSTOMER][NEUTRAL] OK. It's in the smart phone, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, mm.
[CUSTOMER][NEUTRAL] Your card reference number please for this account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's, it's the same my name in today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a nice day.
[AGENT][POSITIVE] You're welcome. You too. Anything else I can help you with [PII] before we go?