AccountId: 011433970860
ContactId: c3f0551f-8758-4e51-ab2f-6bae303f37d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159580 ms
Total Talk Time (AGENT): 56280 ms
Total Talk Time (CUSTOMER): 80342 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/2025/06/16/c3f0551f-8758-4e51-ab2f-6bae303f37d5_20250616T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Scripps Clinic, and I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] All right, I'm happy to check eligibility, [PII]. Do we have their policy number?
[CUSTOMER][NEUTRAL] OK, that's what I'm looking for. I have a card here, but it has been covered. It just says group number effective.
[CUSTOMER][NEUTRAL] Oh let's see what if this is right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 021 98429 M as in Mary, L as in Larry number 8.
[AGENT][NEUTRAL] Alright thank you let me pull that up here.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then for documentation do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Ouch, OK.
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII], last name is [PII] Uh just give me a second. I need to bring this down, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, birth date is [PII].
[AGENT][NEUTRAL] Thank you. So I do show that the patient's plan termed on [PII]. I don't show any other active coverage with us.
[CUSTOMER][NEUTRAL] OK, that's fine because the data service was in May, I believe, um, let's see, was this uh was this a secondary insurance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. We are the secondary, so this would have picked up any deductible, co-pay or co-insurance, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and let me just uh having trouble here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The billing address is at the [PII].
[AGENT][NEUTRAL] Yes ma'am, uh huh.
[CUSTOMER][NEUTRAL] OK, OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And initial to your last name?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Call references my name and then just today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one more question, is there a group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely. Let me take a look here, one moment.
[AGENT][NEUTRAL] Group number 15821.
[CUSTOMER][POSITIVE] OK. All right, sounds good. Great. Thanks so much. Have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.