AccountId: 011433970860
ContactId: f73ea902-e6ea-4106-abd6-633bb77330c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192979 ms
Total Talk Time (AGENT): 74375 ms
Total Talk Time (CUSTOMER): 84893 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f73ea902-e6ea-4106-abd6-633bb77330c1_20250203T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from ComStar Ambulance billing, and I was looking to verify patient eligibility.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on eligibility for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, he gave me two, so I'm not sure which one is the correct one. The first one he gave was, uh, 02473436 M as in Michael, the number 8.
[AGENT][POSITIVE] OK, let's try this and give it a go and see what we come up with here.
[AGENT][NEUTRAL] And then what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, that's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, that doesn't come up with that member's info. Let's check and let's see the other one that they gave you.
[CUSTOMER][NEUTRAL] So the other one, all the numbers are the same except for after the ML it's a number 7.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it was 02473436.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] 2
[AGENT][NEGATIVE] Yeah, that doesn't even have.
[AGENT][NEUTRAL] That members info on there. Do you want me to check by their name or if you have their social, I can check that way too if you'd like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I just have to look to see. I have their name. I don't know if I have their social. I can provide you, uh, the name right now. That's uh [PII], uh first name is [PII], and his date of birth, OK, just let me know if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, that's all right.
[AGENT][NEUTRAL] I will say that I do see somebody on this plan you gave me same last name it's just a different first name it's [PII] and.
[CUSTOMER][NEUTRAL] Um, yeah, so he had, um, on his bill had put [PII] was the subscriber, so are there no dependents listed on this policy?
[AGENT][NEUTRAL] Just a spouse, no other dependent. That's why I was a little confused there. So yeah, it doesn't show [PII] on here as a dependent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, um, that's all I need to know. I will, um, notate his account, reach back out to him on that.
[AGENT][POSITIVE] OK, sounds good. Anything else I can do for you?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.