AccountId: 011433970860
ContactId: a1566627-60b7-4622-bf3f-9bae8c431c3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142199 ms
Total Talk Time (AGENT): 63052 ms
Total Talk Time (CUSTOMER): 71515 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a1566627-60b7-4622-bf3f-9bae8c431c3c_20250307T16:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, I'm calling to confirm this patient has active coverage for outpatient hospitals if they have any dollar amount for the year and they use anything so far?
[AGENT][NEUTRAL] OK, sure.
[AGENT][POSITIVE] OK. Yes, I can assist you with eligibility and benefits. And may I have your name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And you're calling from which facility for my notation.
[CUSTOMER][NEUTRAL] Um, West Kendal Baptist Hospital.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I have 01639147 M like Mike L like Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You might just have um Marblepa on your policy.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], uh, we don't have an active policy for this member. This one was effective from [PII] and terminated on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so this is an old policy, got you. OK, that's what I needed to confirm. Thank you so much for confirming that. Oh, actually just to make sure you don't see any like other policy that may, may be active?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, there's no other policies I have to with this.
[CUSTOMER][POSITIVE] Cause the reality is showing that she has American public life. OK, got you. Perfect. Thank you so for confirming that for me.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, no, that was all that I needed for now. Is there any call reference number I guess we could use the reference to call in case the patient needs it needs it from a reference.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, we.
[AGENT][NEUTRAL] Yeah, we don't have reference numbers, but you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Alright thank you so much I hope you enjoy the rest of your day and I hope you have a great weekend.
[AGENT][POSITIVE] You're welcome. You are so and thank you for calling ATL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.