AccountId: 011433970860
ContactId: a348fe7c-6b53-4184-8a2a-d077df30e84f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128619 ms
Total Talk Time (AGENT): 60995 ms
Total Talk Time (CUSTOMER): 48401 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a348fe7c-6b53-4184-8a2a-d077df30e84f_20250227T16:51_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from OSF Home Health, and I was calling for eligibility and benefits for a patient of ours.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility and benefits. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 02350207.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEGATIVE] Yeah, oh, I lost her. Where'd she go?
[CUSTOMER][NEUTRAL] Um, I went to the screen and it, yeah.
[AGENT][NEUTRAL] The screens
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] 73.
[AGENT][POSITIVE] Alright, thank you, yeah, my screens do their do their own thing sometimes too.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][MIXED] I know. Computers, gotta love them, gotta hate them.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] Well, I can help you with eligibility and benefits for [PII]. I am showing that her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Blue Cross, yes, uh we've got that.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Home health benefits, um.
[CUSTOMER][NEUTRAL] Is there any like
[CUSTOMER][NEUTRAL] Out of pocket
[AGENT][NEUTRAL] With this policy, yeah, it's only going to be covered in in-hospital and outpatient facilities, so home health would not be covered.
[CUSTOMER][NEUTRAL] Needs to be met percentages.
[CUSTOMER][POSITIVE] No home health. OK. Well, thank you so much.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.