AccountId: 011433970860
ContactId: b498a6e7-eac3-4615-b284-4b42e9d33e92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205919 ms
Total Talk Time (AGENT): 84821 ms
Total Talk Time (CUSTOMER): 59597 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b498a6e7-eac3-4615-b284-4b42e9d33e92_20250326T21:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify patient's eligibility please.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what did you say yours was? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a, a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what's um the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, Texas Health Presbyterian Hospital [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1442493
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] All right. Thank you. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] All right, so you guys have come secondary to Aetna.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][POSITIVE] Awesome, [PII].
[AGENT][POSITIVE] Yes, that's the effective date.
[CUSTOMER][NEUTRAL] OK, um, and then.
[CUSTOMER][NEUTRAL] I have a [PII].
[AGENT][NEUTRAL] Mm. No, that's an old address. Um, let me give you the correct address. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Any reference number, uh, I, I mean, is there a group number?
[AGENT][NEUTRAL] Um, yeah, let me get that for you. One moment.
[CUSTOMER][NEUTRAL] Is it 20852?
[AGENT][NEUTRAL] Um, 20852. Yes, that is correct. Mhm.
[CUSTOMER][POSITIVE] Awesome. OK, so last thing is, do you guys issue reference numbers?
[AGENT][NEUTRAL] We don't. You can use my name in today's date.
[CUSTOMER][POSITIVE] Awesome, that's fine. I'll get this sent over to you guys. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[AGENT][POSITIVE] Yeah, OK. You have a good afternoon. Bye-bye. Thank you.
[CUSTOMER][NEUTRAL] You too.