AccountId: 011433970860
ContactId: cf267a92-e6eb-4c61-a2c4-e3b7f3ba43a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140050 ms
Total Talk Time (AGENT): 53360 ms
Total Talk Time (CUSTOMER): 53590 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cf267a92-e6eb-4c61-a2c4-e3b7f3ba43a0_20250117T15:29_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Emory Healthcare. I really wanted to verify the eligibility of one of your members if I could.
[AGENT][POSITIVE] OK, I'd love to help you with eligibility today, [PII], do you mind if I snack a quick call back number?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][POSITIVE] Wonderful and what's your member's policy number today?
[CUSTOMER][NEUTRAL] Uh, that'll be 02347814.
[AGENT][POSITIVE] Perfect. Can you give me a moment to get that pulled up for you.
[AGENT][POSITIVE] So I appreciate your patience.
[AGENT][NEUTRAL] And would you be able to verify for me, [PII], your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, that'll be uh [PII] or [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. I do see [PII] here. Um, his, I'm gonna give you his birthday again. I'm so sorry. His effective date is [PII], and he does have an updated policy number with us if you'd like it.
[CUSTOMER][NEUTRAL] Yeah, can I get that number?
[AGENT][NEUTRAL] Yeah, absolutely. It's gonna be 2579023.
[CUSTOMER][NEUTRAL] 23 OK.
[CUSTOMER][NEUTRAL] And this is more of like a bed link or a gap insurance, correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, just, I just wanna let you know, um, I just wanna I just wanna know, um, and then can I get the, uh, your name as well?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] OK, and can I get your last initial as well?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, uh, and then do you guys do reference numbers as well or no?
[AGENT][NEUTRAL] Um, it's not numbers, but it is my name and my last initial in today's date.
[CUSTOMER][POSITIVE] OK great well that is everything I need thank you very much.
[AGENT][POSITIVE] Hey, my pleasure, [PII]. Thank you for calling APL and you have such a fabulous day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.