AccountId: 011433970860
ContactId: ab921b4c-c61b-4435-9ac6-8e3b15f55fd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187009 ms
Total Talk Time (AGENT): 60382 ms
Total Talk Time (CUSTOMER): 32448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ab921b4c-c61b-4435-9ac6-8e3b15f55fd9_20250108T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Mercy Clinics. I need to verify eligibility of a patient, please.
[AGENT][NEUTRAL] OK, can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and you're needing to verify benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this an office or outpatient facility?
[CUSTOMER][NEUTRAL] Um, it's a clinic.
[AGENT][NEUTRAL] Office, OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 02298661.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] OK, so the policy number you provided, uh, terminated effective [PII].
[AGENT][NEUTRAL] Um, they've had one assigned since that time under 254 policy number 2,543,940.
[AGENT][NEUTRAL] That's the current policy number.
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] And this policy is no longer active effective [PII]. So no active coverage for this patient at this time.
[CUSTOMER][NEUTRAL] OK, very good. Do you have a call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference, [PII]. Any other questions, [PII]?
[CUSTOMER][POSITIVE] That's all I needed thank you [PII]. Thanks for your help.
[AGENT][POSITIVE] You're welcome. Thanks. You're welcome. Thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.