AccountId: 011433970860
ContactId: b6af9c98-7678-4723-8ef6-7b699b49d9ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193199 ms
Total Talk Time (AGENT): 57925 ms
Total Talk Time (CUSTOMER): 82877 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b6af9c98-7678-4723-8ef6-7b699b49d9ff_20250506T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, uh very, good morning. My name is [PII]. I'm calling from Nicholas Hospital, and, uh, this call is regarding for the patient eligibility and the benefits information. So please help me with that.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. First, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, my name is [PII]. I'm calling, uh, I'm calling from Nicholas Sla's Hospital and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] Uh, the policy number is 014.
[CUSTOMER][NEUTRAL] 26658 M as in Mike, L as in Lima, then number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, sure. The patient, uh, first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy, let's see, this policy expired on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Yes, that's when it expired.
[CUSTOMER][NEUTRAL] OK, [PII]. So, so, so the patient is inactive?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so the patient is inactive. OK, give me a moment.
[CUSTOMER][NEUTRAL] 8002568.
[CUSTOMER][NEUTRAL] OK, uh, may I know your name, please?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII] and my name in today's date is your reference number.
[CUSTOMER][NEUTRAL] OK, so you said the patient is inactive and there is no uh other insurance other plan is active, right, for this patient?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, not very sure.
[CUSTOMER][POSITIVE] OK, not an issue. Thank you so much, [PII]. Thanks for the assistance. Have a wonderful day. Bye-bye. Take care.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much. Thank you so much.
[AGENT][POSITIVE] OK. OK, thank you again, [PII] for calling ATL. You have a great rest of your day as well. Mm bye.
[CUSTOMER][POSITIVE] You too bye bye take care.
[AGENT][POSITIVE] Thank you.