AccountId: 011433970860
ContactId: d9ee9e34-c50d-454a-a6c0-8cb33d4d64e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175880 ms
Total Talk Time (AGENT): 56491 ms
Total Talk Time (CUSTOMER): 57011 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d9ee9e34-c50d-454a-a6c0-8cb33d4d64e0_20250116T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling in to verify a patient's benefits please, our eligibility.
[AGENT][POSITIVE] OK, I can help with that. Thank you. Your name, please? May I have your
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your contact number as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] 01611734 M as in Mary L as in Larry 7.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, if you could repeat that policy number one more time, please?
[CUSTOMER][NEUTRAL] 01611735 ML 7.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for that verification. I have it pulled up and you're calling for eligibility, excuse me, and benefits will this be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Oh, eligibility, I need to confirm coverage is active and get the start date please.
[AGENT][NEUTRAL] OK, the policy shows it effective for her as of [PII], and the policy shows active.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, I didn't quite hear you in the beginning. Did you say it's the policy is just her?
[AGENT][NEUTRAL] Uh, no, there are other people on the policy, but you're calling for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, she is she the primary subscriber on the policy?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. All right. And then, may I please get the spelling of your first name, first initial of your last name, and the reference number?
[AGENT][NEUTRAL] My name is spelled [PII] Last initial is [PII].
[AGENT][NEUTRAL] We do not provide reference numbers, [PII]. You can use my name in today's date.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much your time. I hope you enjoy the rest of your day.
[AGENT][POSITIVE] And you as well and thank you for calling ATL. Take care.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye bye.