AccountId: 011433970860
ContactId: ccbfc23f-1c8a-4582-8d77-33e7036d4822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126019 ms
Total Talk Time (AGENT): 62588 ms
Total Talk Time (CUSTOMER): 56182 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/ccbfc23f-1c8a-4582-8d77-33e7036d4822_20250319T20:15_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing? My name is [PII], and I'm calling from uh Methodist Charlton Medical Center, and I was calling to see if a patient was active on the policy.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that eligibility. What is a good callback number, please?
[CUSTOMER][NEUTRAL] It is gonna be [PII].
[AGENT][POSITIVE] Thank you, [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, policy number the patient gave us is 02551634.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is gonna be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to help you with that eligibility for [PII] and it's my pleasure. I am showing that the policy is active. Effective date is [PII], and this is a secondary policy to her primary insurance.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I see that she provided the Ame uh, uh, the name of the insurance, the American Public Life.
[AGENT][NEUTRAL] Yes, sir, also known as APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then the address she's provided where to submit the claim is [PII], is that correct?
[AGENT][NEUTRAL] It is correct, and we will need the primary EOB with the claim.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] OK, and last, can I get your name and a reference number?
[AGENT][NEUTRAL] Reference number would be my name and today's date, and I spell my name [PII]. Anything else?
[CUSTOMER][POSITIVE] All right, no that was it thank you very much for your help.
[AGENT][POSITIVE] My pleasure, [PII] Thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.