AccountId: 011433970860
ContactId: a0907df1-f439-428b-803e-6f7f850da936
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194339 ms
Total Talk Time (AGENT): 93249 ms
Total Talk Time (CUSTOMER): 61339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a0907df1-f439-428b-803e-6f7f850da936_20250131T20:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify your eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Uh huh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] last name is [PII].
[AGENT][NEUTRAL] OK and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] 02469188
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Saint Dominidy Jackson Memorial Hospital.
[AGENT][POSITIVE] OK, I'm gonna put gonna look up this um claim for you real quick.
[AGENT][NEUTRAL] OK, and you said that was 22, wait a minute, I found it. I'm sorry, I put the wrong number in ignore me. It's been a day.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 2, the um policy is 246-918-8.
[CUSTOMER][NEUTRAL] Let me go back to that number.
[AGENT][POSITIVE] Oh, yes, it is. I got it now. [PII].
[CUSTOMER][NEUTRAL] Is it OK mhm.
[AGENT][NEUTRAL] OK and you're just needing eligibility is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, and actually I just need to you know see his effective date and all that good stuff, but he's admitted to the hospital, so if he has hospital benefits or if he needs an authorization, I'd like to get that too.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can give you the effective date. It, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for his benefits I'm going to have to transfer you on over to web TPA so you can get the benefits from them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you that number just in case the call gets disconnected you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1866.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9759458.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and as far as authorization they'll be able to tell me that as well.
[AGENT][POSITIVE] Yes ma'am, yes, that's correct, yes. OK, well it's gonna be a brief hold, Miss [PII]. I'm gonna go ahead and transfer you on over. Thank you so much for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Not right.
[CUSTOMER][NEUTRAL] And OK, I'm sorry. Tell me your name again.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], first initial your last, that's what I needed.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][NEUTRAL] Welcome to