AccountId: 011433970860
ContactId: bcaf8014-8d10-4e39-aa32-7ae27f72f3ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244460 ms
Total Talk Time (AGENT): 69030 ms
Total Talk Time (CUSTOMER): 112616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/bcaf8014-8d10-4e39-aa32-7ae27f72f3ea_20250415T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm from the Nature Coast um Medical Center. I'm trying to get eligibility for one of my patients.
[AGENT][NEUTRAL] Of course, I can help you with eligibility today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, um, let's see here, policy number is.
[CUSTOMER][NEUTRAL] Give me a moment. My apologies. I'm like trying to look for it in her insurance card.
[AGENT][NEUTRAL] Oh, you're OK.
[CUSTOMER][NEUTRAL] Uh, I see here.
[AGENT][NEUTRAL] It should say.
[CUSTOMER][NEUTRAL] It will be um.
[CUSTOMER][NEUTRAL] Yeah, I was like, I was like, where should I say it?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, member ID?
[CUSTOMER][NEUTRAL] Uh, all I see is insured coverage, group number, effective date, the plan, and hospital benefits certification and outpatient benefit certification. I can't find, oh wait, never mind, I found a payer ID.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No wait, that's one.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] It it should have like some letters um and numbers on it.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Sorry, this is, this is all new to me, so just bear with me.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it'll say policy cert number?
[CUSTOMER][NEUTRAL] Uh, it doesn't even say it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like the insurance card that is provided to us doesn't say it.
[AGENT][NEUTRAL] Uh, read me that number, the one that you're just on.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Um, cause they're, hm.
[CUSTOMER][NEUTRAL] I just don't know what, I just don't know if the certification number is the member ID number or not.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, give me that one. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, it is 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 745
[CUSTOMER][NEUTRAL] 61 M as in Mouse L as in Lion, 8.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK and then what's a good callback number in case our call gets dropped, Crystal?
[CUSTOMER][NEUTRAL] Yeah, um, it is [PII].
[CUSTOMER][NEUTRAL] [PII] um extension is 60226.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, perfect. Thank you. And then, what's the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, first name is [PII], last name is um [PII], um, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and it looks like this policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] All right. Uh, that is all I needed. Um, can I have your reference number, please?
[AGENT][NEUTRAL] Of course, it's my first name, which is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then today's date.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right. Thank you so very much for your assistance.
[AGENT][POSITIVE] Of course, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] OK, bye.