AccountId: 011433970860
ContactId: e5e09c38-3e6c-47b0-9ea4-7f6b9574af48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127139 ms
Total Talk Time (AGENT): 79059 ms
Total Talk Time (CUSTOMER): 44869 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e5e09c38-3e6c-47b0-9ea4-7f6b9574af48_20250127T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from uh Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][POSITIVE] Well it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01967141.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you and you're needing eligibility for [PII], correct?
[CUSTOMER][NEUTRAL] Yes, just the effective date please.
[AGENT][NEUTRAL] All right, I can help you with that. Now, actually, this policy is no longer active as of [PII]. That policy's effective date was [PII]. But now they do have active coverage under another policy number. Would you like that information?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I have date of service in [PII]. So I need to confirm this policy for [PII].
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] That is correct. So the policy was active. The effective date on the policy that you gave me is [PII] and termed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. Is it any call reference number? Thank you.
[AGENT][POSITIVE] It's my pleasure to assist you.
[AGENT][POSITIVE] You can use my name and today's date, and [PII], I spell my name [PII], and it was a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much. Same to you. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.