AccountId: 011433970860
ContactId: ccfced46-84f2-479b-bda4-77067d5b98e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177039 ms
Total Talk Time (AGENT): 69092 ms
Total Talk Time (CUSTOMER): 59149 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ccfced46-84f2-479b-bda4-77067d5b98e6_20250227T14:34_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] Uh, I need to verify coverage for a patient. My name is [PII]. I'm with Oxford Surgery Center, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] And Mr. [PII], you said you're looking for benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 607150-5643
[AGENT][NEUTRAL] Do you know if that's the social?
[AGENT][NEUTRAL] Oh that's.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] That's too long to be a social. I'm sorry, um, that's, that number is too long to be one of our policy numbers, Miss [PII]. Do you have any other information?
[CUSTOMER][NEGATIVE] Your phone was cutting out just a little.
[CUSTOMER][NEUTRAL] I can give you the patient's name and date of birth.
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find this number.
[AGENT][NEUTRAL] not pulling a Royer in our system.
[AGENT][NEUTRAL] Um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] I do not. This was sent over to us by another physician's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they just sent the information on a form they didn't send a copy of the card. I will have to give them a call back then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK, I'm so sorry. Uh, do you have his social by any chance?
[CUSTOMER][NEUTRAL] No, all I have is his Medicare number. I know they don't send that over either, so.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh OK, I'm so sorry.
[CUSTOMER][POSITIVE] OK, well I will give them a call back. Thank you so much for your help so I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.