AccountId: 011433970860
ContactId: 9c30468f-c7d2-46a9-83cb-e33abfbea147
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134220 ms
Total Talk Time (AGENT): 59720 ms
Total Talk Time (CUSTOMER): 43768 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/2025/02/25/9c30468f-c7d2-46a9-83cb-e33abfbea147_20250225T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, my name is [PII] and I am with Saint Joseph Hospital and I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 259-675-5.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, uh, perfect, and then I just wanna confirm, um, the claim billing address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, could you provide that to me?
[AGENT][NEUTRAL] Of course, that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, yes, I'll take that.
[AGENT][NEUTRAL] OK, so that fax number is [PII].
[CUSTOMER][NEUTRAL] OK, and payer ID?
[AGENT][NEUTRAL] Mhm, that is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and the patient uh [PII] is the subscriber?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect that's all that I needed I appreciate your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.