AccountId: 011433970860
ContactId: c579b3b9-de41-4dde-b0a3-d00bb83f0076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276130 ms
Total Talk Time (AGENT): 75498 ms
Total Talk Time (CUSTOMER): 145906 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c579b3b9-de41-4dde-b0a3-d00bb83f0076_20250306T18:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from provider facilities to get benefits and eligibility for a patient.
[CUSTOMER][NEUTRAL] Before that, can I get the spelling of your name?
[AGENT][NEUTRAL] Sure, that's [PII]. And I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah the callback number is [PII]. It is a direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] Yeah, the facility name is Leberskill Hospital Montoveni. It's L as in Lima, E as in Echo, W as in Whiskey, I as in India, S as in Sierra, G as in Golf, A as in Alpha, L as in Lima, E as in Echo Hospital.
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And you say you're calling for claim status or eligibility? You said eligibility, correct?
[CUSTOMER][NEUTRAL] Eligibility, yeah, eligibility and benefits for the patient.
[AGENT][NEUTRAL] OK, bear with me just.
[AGENT][NEUTRAL] And may I have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 966621. It's 3 consecutive 6.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that all the numbers? 966621?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, bear with me, let me pull this information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII]. It's spelled as [PII].
[CUSTOMER][NEUTRAL] And the date of birth is on [PII]. It's [PII].
[AGENT][NEUTRAL] All right. Um, OK, Ms. [PII], this policy has been terminated. This is, this policy was effective on [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Could you please repeat the terminated date, it's [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Could you please check if there any active policy for the patient?
[AGENT][NEUTRAL] There's no other policies active for this member.
[CUSTOMER][NEUTRAL] No other active policy for the members. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For the confirmation purpose, your name is spelled as [PII]
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] With the patient uh member ID name and date of birth, you have found the patient and stated that the patient policy is terminated by [PII] at [PII]. And there is no other active policy for the patient, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you, sir. Can I get the call reference?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's name.
[CUSTOMER][POSITIVE] Evening and today's date. Thank you, sir. Thanks for your assistance. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye.