AccountId: 011433970860
ContactId: effd7171-5f6d-46fc-ad45-494519cb134e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186539 ms
Total Talk Time (AGENT): 78179 ms
Total Talk Time (CUSTOMER): 68621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/effd7171-5f6d-46fc-ad45-494519cb134e_20250307T16:24_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, this is [PII] calling from Memorial Regional Hospital. I just wanted to confirm my patient's benefit, please or eligibility. I'm sorry.
[AGENT][NEUTRAL] I can help with eligibility. Um, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 0139539 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, let's see, I think I may have missed the number here. OK, you said 0139539?
[CUSTOMER][NEUTRAL] Uh, correct. And then after that is M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Mm, OK, let's see.
[AGENT][NEUTRAL] You spell his last name [PII], is that correct?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] It's uh
[AGENT][NEUTRAL] Wait. Thank you. And the first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, that's what I, OK. And how do you spell that? That's [PII]
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] Uh, thank you. OK, thank you. Let me see if I can't find that and while I'm looking this up, if I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you so much. So it does look like the policy went into effect on uh [PII]. It is active. Now, is there anything else I can tell you about the secondary or gap insurance? Uh any of the benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't need benefits. I just need to double check if there's any group name or number, and then I needed to verify um his name.
[CUSTOMER][NEUTRAL] If it's just [PII], if you have any middle names.
[AGENT][NEUTRAL] OK, so his name with us, uh, there are no middle names or no middle initials. The um employer number is 20303.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And it looks like
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Extreme Aviation Holding, so extreme with an X.
[AGENT][NEUTRAL] Aviation Holding.
[CUSTOMER][POSITIVE] Perfect. All right. That's really all I needed to know. If I may just have your name, last name, initial, and a call reference number, that'll be it for me.
[AGENT][NEUTRAL] Yes, uh, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] Got it. I appreciate it, [PII]. You have a wonderful day. That's it for me.
[AGENT][POSITIVE] Thanks for contacting ATL. Have a good day.