AccountId: 011433970860
ContactId: 98696b05-6eca-496f-9124-dbc22ad1bc38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130839 ms
Total Talk Time (AGENT): 65541 ms
Total Talk Time (CUSTOMER): 44879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/98696b05-6eca-496f-9124-dbc22ad1bc38_20250409T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to check patient eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII], um, phone number I have [PII], and it's um with SSM Health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you very much, Ms. [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, her name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then her policy number is 002279408.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] is active on this policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm OK alright and then to check any like future eligibility, do we just have to call or does it show that she has like an end date coming up or anything?
[AGENT][NEUTRAL] Uh, it does not show that she has an end date coming up. Um, our policies don't work that way as long as uh they're active every month because our policies are through groups, um, their employer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you can just call if you need to check, you can just call and just see if the policy is still active or if they've left employment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right sounds good thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that is it, thank you.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.