AccountId: 011433970860
ContactId: c1672cd4-c5b5-4f46-9ef8-9fa60774356b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273369 ms
Total Talk Time (AGENT): 59028 ms
Total Talk Time (CUSTOMER): 71181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c1672cd4-c5b5-4f46-9ef8-9fa60774356b_20250206T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII], just to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my call back number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yeah, on the, let me see, so on the MPI is gonna be South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name, I have [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] It's gonna be is gonna be the outpatient benefits card set number or the group number?
[CUSTOMER][NEUTRAL] Outpatient one, right?
[AGENT][NEUTRAL] The outpatient.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] 0243.
[CUSTOMER][NEUTRAL] Then 5255 ML 8.
[AGENT][NEUTRAL] OK, let me look up that policy for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And I do have one more patient.
[AGENT][NEUTRAL] OK, let me put my notes in this one and then we'll move on to the next one.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, thank you, yeah, I wasn't able to verify what the page we usually use it wasn't working like you just a subscribe or not found.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] What is the next patient's name?
[CUSTOMER][NEUTRAL] Give me one sec uh huh.
[CUSTOMER][POSITIVE] Perfect, give me one sec.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] So sorry I'm getting it right.
[AGENT][POSITIVE] No, take your time. You're fine.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] OK, I think the account's hiding from me let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'm gonna have to give you a call back because I'm not finding it right now.
[AGENT][POSITIVE] OK, that's all right. You can call back anytime. We're open from [PII] [PII] Central time.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome [PII] you have a good day and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.