AccountId: 011433970860
ContactId: f38bd43c-9006-4e97-a0d0-d08618c82897
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150020 ms
Total Talk Time (AGENT): 58628 ms
Total Talk Time (CUSTOMER): 35239 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f38bd43c-9006-4e97-a0d0-d08618c82897_20250604T14:34_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yeah, I know that
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII] giving a call from Doctor [PII]'s office. I'm calling to verify a patient's eligibility with health insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is again?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] That's gonna be 60801.
[AGENT][NEUTRAL] Uh, that is the payer ID. Uh, what's the patient's name, date of birth, or do you have a copy of the card?
[CUSTOMER][NEUTRAL] Um, I can give you the name and date of birth. It's gonna be [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, one moment, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes ma'am, [PII].
[AGENT][NEUTRAL] OK, give me one moment please.
[AGENT][NEUTRAL] And what state is he from?
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK, let me try.
[AGENT][NEUTRAL] Do you happen to have the last 4 of his social?
[CUSTOMER][NEUTRAL] Uh, let me check here, no, ma'am.
[AGENT][NEUTRAL] OK, yeah, I'm not showing him in our system.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Wait, I found him. Um, let me double check to see if he has a current policy. Does he look like he had a policy with us, uh, terminated [PII] of this year.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so I'll go ahead and uh put this down on my end.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that would be it.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too mhm bye.
[AGENT][NEUTRAL] Bye.