AccountId: 011433970860
ContactId: 8dd617e0-22fe-43c8-a2bd-f6a7cd7a7b2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165160 ms
Total Talk Time (AGENT): 49971 ms
Total Talk Time (CUSTOMER): 56013 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8dd617e0-22fe-43c8-a2bd-f6a7cd7a7b2d_20250602T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] I'm calling from Sequoia Memorial Hospital to check the eligibility for the patient.
[AGENT][POSITIVE] I can help you with eligibility, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number will be [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number will be 01359371.
[AGENT][NEUTRAL] One moment while I look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. It's [PII] and the last name will be [PII] and date of birth will be [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] And you're wanting eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. It looks like this policy had an effective date of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this patient was dropped from this policy on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Do you have any other uh pay information for this insurance or this patient?
[AGENT][NEUTRAL] I did not see any no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, thank you for the information, [PII]. May I have your call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my first name, last initial in today's date.
[AGENT][NEUTRAL] So [PII] in today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you for the information. Have a great day. Go ahead.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.