AccountId: 011433970860
ContactId: acc3787e-7d4f-4fa0-b349-1a73c4a441c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199960 ms
Total Talk Time (AGENT): 65199 ms
Total Talk Time (CUSTOMER): 78670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/acc3787e-7d4f-4fa0-b349-1a73c4a441c0_20250402T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, good morning. I'm calling you from the facility. I need to check uh eligibility and outpatient benefits for a mutual patient, please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]. [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02479240.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] 122803.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] OK. And again, you said that that policy number was 02479240?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm not showing that member under under this policy number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, 02479240?
[AGENT][NEUTRAL] Yes, ma'am. And please verify the name and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII]. So, uh first name [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1228 03.
[AGENT][NEUTRAL] OK. No, ma'am. Um, he's not under this policy.
[CUSTOMER][NEUTRAL] OK, so, but do you see any, any new policy number for this uh patient or no?
[AGENT][NEUTRAL] Yes, ma'am. This is the newest.
[CUSTOMER][NEUTRAL] Another active policy.
[AGENT][NEUTRAL] Yeah, this is the active policy and um that member is not on this policy.
[AGENT][NEUTRAL] And I checked the old one. I don't find them on the old one either.
[CUSTOMER][POSITIVE] Ah, OK, perfect.
[CUSTOMER][NEUTRAL] So you see this is the active policy but the this patient is not under this policy, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect. Any reference number?
[AGENT][NEUTRAL] Um, you can use my name in today's date. My name is [PII]. Um, it's spelled [PII] Last initial [PII], and my name in today's date is the um reference number. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No thank you [PII] I appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Mhm