AccountId: 011433970860
ContactId: ccebe350-0b73-4cf1-91fc-c3711088dba9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231190 ms
Total Talk Time (AGENT): 85709 ms
Total Talk Time (CUSTOMER): 92386 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ccebe350-0b73-4cf1-91fc-c3711088dba9_20250226T19:14_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] the Methodist itself. I was calling trying to get uh some information on the patient.
[AGENT][POSITIVE] It would be my pleasure to assist you and I do apologize. What is your name?
[CUSTOMER][NEUTRAL] Trust
[AGENT][POSITIVE] [PII], thank you and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I'm guessing this is the number 02585069.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, [PII] and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], his date of birth is um [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with playing uh sorry with policy information.
[AGENT][NEUTRAL] I'm showing that [PII]'s policy is active. Effective date is to.
[AGENT][NEUTRAL] I do apologize. It's [PII].
[CUSTOMER][NEUTRAL] So is this health insurance?
[AGENT][NEUTRAL] It is, it's a limited indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Engineer
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Are you needing benefits or anything or just?
[CUSTOMER][NEUTRAL] What benefits do we have? His eligibility? I just wanna make sure that he's eligible I mean that this is his.
[AGENT][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] It is a medical plan, pays for accident and sickness treatment.
[CUSTOMER][NEUTRAL] OK, so it is medical. I verify payer, um, 222222.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Does he have a group number?
[AGENT][NEUTRAL] Here is the group number and that group number is 70083.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] See you.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And you all's address is the [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], and that's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, well I'm saying the county is [PII].
[AGENT][NEUTRAL] [PII], no, ma'am.
[CUSTOMER][NEUTRAL] So that's not you all's county?
[AGENT][NEUTRAL] Oh, you know what? I do apologize. I don't know what county that is. I'm not local.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Alrighty thank you that's all I needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it was such a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. Hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.