AccountId: 011433970860
ContactId: c5fc55f7-d9ff-4070-8d79-00f3c12e3da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189289 ms
Total Talk Time (AGENT): 79825 ms
Total Talk Time (CUSTOMER): 51775 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c5fc55f7-d9ff-4070-8d79-00f3c12e3da5_20250305T17:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Envision Healthcare. I'm just trying to check eligibility for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, it's 60801.
[AGENT][NEUTRAL] And that's the payer ID. May I have the numbers in the bottom of that card where it says outpatient cert?
[CUSTOMER][NEUTRAL] OK, yeah, I wondered, uh, it didn't seem like the right policy number. I actually don't have the card. I was just sent information by, uh, the facility. Is it possible to look up the patient's information?
[AGENT][NEUTRAL] Um, yes, we can. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh last name is [PII]
[AGENT][NEUTRAL] And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] It's [PII], that's [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] What is her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Um, I did find a policy. Do you need that policy number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK. Policy number is 02574321.
[CUSTOMER][NEUTRAL] Just make sure I got that down right that was 02574321?
[AGENT][NEUTRAL] Yes, that is correct. And this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And we have an effective date of [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and uh can you also verify the correct claims address for me?
[AGENT][NEUTRAL] Um, yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK great and the last thing I was gonna ask for is do you have a reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] OK, and uh what was your name I missed when you came on?
[AGENT][NEUTRAL] It's OK. My name is [PII].
[CUSTOMER][POSITIVE] OK perfect alright well thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.