AccountId: 011433970860
ContactId: f90a788a-b8f3-46b0-aa99-c64b976be4e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303779 ms
Total Talk Time (AGENT): 100181 ms
Total Talk Time (CUSTOMER): 69325 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f90a788a-b8f3-46b0-aa99-c64b976be4e8_20250519T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Palm Bay Hospital. I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Um, may I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] I always forget what our number is here. Give me just a second.
[AGENT][POSITIVE] Yes, ma'am. Go ahead and take your time.
[CUSTOMER][NEUTRAL] Oh god.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] There are cheat sheets.
[CUSTOMER][NEUTRAL] Come on
[CUSTOMER][NEGATIVE] Oh no this isn't gonna.
[AGENT][NEUTRAL] Would it be the number that you're calling from?
[CUSTOMER][POSITIVE] My computer's just giving me a heart.
[CUSTOMER][NEUTRAL] Um, the best callback number, yeah, just use the one we're calling from, that's fine.
[AGENT][NEUTRAL] OK. All right. Thank you so much. And I'll only need to use it if we get disconnected. And what is the um what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the date of birth with the policy number is 02353966 and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy with us.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] 7120 and do you have any information on like um copay and stuff like that or do I have to call a different number?
[AGENT][POSITIVE] Uh, I can give you benefits.
[CUSTOMER][NEUTRAL] It's for an emergency room visit.
[AGENT][NEUTRAL] ER visit? OK, I can give you.
[CUSTOMER][NEUTRAL] Yeah, emergency room, uh huh.
[AGENT][POSITIVE] I can give you benefits for that. Um.
[AGENT][NEUTRAL] Let me pull up his policy real quick, see if he has ER visits under outpatient.
[AGENT][NEUTRAL] Wait just a minute while the computer pulls it in for me.
[AGENT][NEUTRAL] OK, I've got the policy pulled up now. I need to find a schedule of benefits real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looking at this policy, I do not see that he has any outpatient benefits. Everything that he has is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is for physician's office or for hospital stay?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So nothing for just walk into the emergency room.
[AGENT][NEUTRAL] Right, I don't see emergency room visits for him.
[CUSTOMER][NEUTRAL] OK, that's fine and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can use my name and today's date for your reference, oh go ahead.
[CUSTOMER][NEUTRAL] And to
[CUSTOMER][POSITIVE] Very good, that's what I was gonna ask you.
[CUSTOMER][POSITIVE] So, all right, thank you for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][NEUTRAL] Bye bye.