AccountId: 011433970860
ContactId: 9a575333-3d13-4be0-92b9-78ee8c5459d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144119 ms
Total Talk Time (AGENT): 70458 ms
Total Talk Time (CUSTOMER): 65852 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/9a575333-3d13-4be0-92b9-78ee8c5459d1_20250319T15:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII]. I'm calling from, um, Piedmont Hospital of Augusta. I'm trying to verify eligibility on the patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] birthday [PII] and the policy number is 02356134.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I didn't get your name. I'm sorry I had you on speaker.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And initial of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, got you, and initial my last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are smart and your name tells it. Nobody can tell you you're not.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do have uh [PII]'s policy pulled up and he is active. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, and does it cover, what does it mean entails it covers.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's not a major medical or anything, is it?
[AGENT][NEUTRAL] No, no, ma'am, um, and this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy. It's built secondary that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you. OK, that's, that's, that's, that's is enough right there for me right there. OK, alrighty, and is there a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] I got it. Thank you so very much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am. You helped me a whole lot.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well, Miss [PII]. OK, alright bye alright bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.