AccountId: 011433970860
ContactId: 00729991-8ad0-4650-9685-038cfae2a128
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142960 ms
Total Talk Time (AGENT): 61576 ms
Total Talk Time (CUSTOMER): 47750 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/00729991-8ad0-4650-9685-038cfae2a128_20250613T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII]. I'm calling from Mercy Hospital just hoping to verify eligibility for one of our patients.
[AGENT][NEUTRAL] Yes, ma'am. I can verify eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Their policy number is 01836460.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I show this policy terminated [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't show any other active medical policies with our company as of [PII].
[CUSTOMER][POSITIVE] Got you. That is what I needed.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today, Miss?
[CUSTOMER][NEUTRAL] So the ID that I gave you ended in, yeah, so the ID I gave you ended in [PII], but she did have other coverage.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, she did, and her, I guess you can say most recent one was effective from [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Was it under a different ID?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] Am I able to obtain that information?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, uh, 2,543,930.
[CUSTOMER][NEUTRAL] Was that 2554 or just 254?
[AGENT][NEUTRAL] I forgot what I said. 0, 254. I'm sorry.
[CUSTOMER][POSITIVE] Oh, you're fine. Um, I appreciate it. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APM, Ms. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Mm bye.