AccountId: 011433970860
ContactId: eba04cd1-9690-45f0-b158-3b3691db06bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176750 ms
Total Talk Time (AGENT): 63024 ms
Total Talk Time (CUSTOMER): 84760 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/eba04cd1-9690-45f0-b158-3b3691db06bc_20250501T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Sequoya Memorial Hospital. I would like to look up on um a patient's eligibility.
[AGENT][NEUTRAL] OK, yeah, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Definitely it is [PII].
[CUSTOMER][NEUTRAL] 204-1559.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the policy number is, um, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the policy number is 01.
[CUSTOMER][NEUTRAL] 780,470.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy terminated [PII]. However, I can see if they might have one that's active with us. It could just be a different policy number. One moment, please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so this was the only policy that got inactive in [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And when this was effective from?
[AGENT][NEUTRAL] Uh, this policy's effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much um.
[CUSTOMER][NEUTRAL] And um and if I want to look for an eligibility on the [PII], there is no option here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, yes, at this time our website doesn't uh have a function to search for eligibility only for claim information.
[AGENT][NEUTRAL] For providers
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. And your name is, is spelled as [PII], right?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, it's [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's all. Please help me with the call reference number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh sure, that would just be my first name, last initial, and today's date, uh, so my last initial is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much [PII] thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Yes