AccountId: 011433970860
ContactId: ad2ee9a5-2c71-40eb-9434-0c33d3c24ce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161449 ms
Total Talk Time (AGENT): 76868 ms
Total Talk Time (CUSTOMER): 44908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ad2ee9a5-2c71-40eb-9434-0c33d3c24ce1_20250507T12:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I need the member's policy number.
[CUSTOMER][NEUTRAL] Yes, ma'am. 145.
[CUSTOMER][NEUTRAL] 7170.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Knew it, [PII].
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][NEUTRAL] OK. And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][POSITIVE] For office visit but all what I need is the effective date. Thank you.
[CUSTOMER][NEUTRAL] And may I
[CUSTOMER][NEUTRAL] Can I get claims mailing address, please?
[AGENT][NEUTRAL] Um, yes, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And for their ID number?
[AGENT][NEUTRAL] The pair ID is 60801.
[CUSTOMER][POSITIVE] Thank you so much. May I have your name again? I'm sorry, and call reference number?
[AGENT][NEUTRAL] Yes, ma'am. The reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date is the reference number. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.