AccountId: 011433970860
ContactId: a1f7b132-dd6d-4161-b605-72e0eb744ab3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146399 ms
Total Talk Time (AGENT): 58751 ms
Total Talk Time (CUSTOMER): 64228 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a1f7b132-dd6d-4161-b605-72e0eb744ab3_20250131T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to check on um um patients eligibility with you. We received a denial on a claim, so I'm just curious as to um when his coverage had turned.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I can check the eligibility for you, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] For sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK thank you and then what is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Lifecare Medical Center.
[AGENT][NEUTRAL] OK, thank you. And the patient's name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then his policy number, please.
[CUSTOMER][NEUTRAL] That is 0246.
[CUSTOMER][NEUTRAL] 1364.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[AGENT][NEUTRAL] OK. I do show that the insured had a policy that was active from.
[AGENT][NEUTRAL] Effective date [PII] and then the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, so it was effective from [PII] through [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, that's what I needed to know [PII] thank you so much and could I have a reference for our call?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Yes ma'am, you
[CUSTOMER][POSITIVE] Perfect thank you have a great weekend.
[AGENT][POSITIVE] You too, Ms. [PII], thanks for calling APL. Have a blessed one. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye you too bye bye.