AccountId: 011433970860
ContactId: a853b205-0ece-4ca8-8b73-87d7426ff7f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290130 ms
Total Talk Time (AGENT): 65257 ms
Total Talk Time (CUSTOMER): 73091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a853b205-0ece-4ca8-8b73-87d7426ff7f0_20250217T22:42_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Tacoma General Hospital, and I'm calling to see if a patient has current eligibility and get an effective date.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] D as in dog 476-76869.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I do, um, first name is spelled [PII]
[CUSTOMER][NEUTRAL] And the last name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, do not show that patient in our system. And do you have a copy of that card in front of you?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] As a matter of fact I do.
[AGENT][NEUTRAL] And does it show APL or do you see a policy or policy slash cert number?
[CUSTOMER][NEUTRAL] It says employee ID number.
[AGENT][NEUTRAL] No, ma'am. Um, should be like a policy er number, start with a 01 or 02.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, uh, no, all it has is that, um.
[CUSTOMER][NEUTRAL] Employee ID number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it says search. Maybe I'm calling the wrong place. I don't know.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] It says surge S U R G E.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Wait one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm looking at a group I don't show them in the system, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They may have to contact benefits in a card and they can verify if they should have a policy with us, but I'm not showing them in the system.
[CUSTOMER][POSITIVE] OK all right thank you very much for your time I do appreciate it.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.