AccountId: 011433970860
ContactId: be211399-c151-4a64-a821-9d450dc460fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156119 ms
Total Talk Time (AGENT): 61805 ms
Total Talk Time (CUSTOMER): 62776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/be211399-c151-4a64-a821-9d450dc460fd_20250124T21:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII]. And I'm trying to check and see if a patient is eligible or has eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it has 1256048, the letter M as in Mike, L as in Larry, the number 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. What's the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, her name is [PII] Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. All right, let me check.
[CUSTOMER][NEUTRAL] She's a dependent child.
[AGENT][NEUTRAL] Mhm. Yeah, let me check and see if there's a new policy for this family, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do have a new one. Let me see if she's listed.
[AGENT][NEUTRAL] OK, I did find a new one that she is listed. Um, let me know when you're ready and I can provide you with the correct policy number.
[CUSTOMER][NEUTRAL] Sure. Uh, on the policy number I gave you, uh, she came into our facility in December. So would she have this policy number or the new one?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The new one.
[CUSTOMER][NEUTRAL] OK, go ahead. Never mind.
[AGENT][NEUTRAL] Mhm. OK, it's fine. And the new policy number is 0229.
[AGENT][NEUTRAL] 5813.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that became effective when?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you so much, so. Hope you have a wonderful evening and a lovely weekend.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, excuse me, I'm on the phone.
[AGENT][POSITIVE] Yeah, yeah. Have a good day. Mm bye-bye.
[CUSTOMER][POSITIVE] OK. You too. Take care.
[AGENT][NEUTRAL] You too. Bye.