AccountId: 011433970860
ContactId: 99bc6e79-41bd-4b33-959b-91a6b056d34e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112139 ms
Total Talk Time (AGENT): 59740 ms
Total Talk Time (CUSTOMER): 37292 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/99bc6e79-41bd-4b33-959b-91a6b056d34e_20250304T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII]. I'm calling from Lakeland Regional Health. I am trying to verify eligibility on the patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just making sure I heard it correctly. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] OK, that's the payer ID. Do you have the card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says insured coverage group number effective date plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK, it's gonna be in the in the bottom all the way to the bottom it's gonna say outpatient er number.
[CUSTOMER][NEUTRAL] Got you. It is 02335977 M as in Mary, L as in llama 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What do you need?
[CUSTOMER][NEUTRAL] Alright, great, and what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Do you need any other information?
[CUSTOMER][POSITIVE] No ma'am, that's it I appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.