AccountId: 011433970860
ContactId: 07974603-f77a-4400-8654-ba235e8f3c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153619 ms
Total Talk Time (AGENT): 50697 ms
Total Talk Time (CUSTOMER): 63806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/07974603-f77a-4400-8654-ba235e8f3c79_20250513T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. My name is [PII] and I'm calling from Memorial Hospital Police Services Department to verify eligibility. Can you help me with that?
[AGENT][POSITIVE] Yes, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII]. May I please have your last name initial?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 25 I'm sorry, 02570585.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like that policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] 121 from which year?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Uh, do you know any authorization is required or no?
[AGENT][NEUTRAL] Uh, no office is required. It's a secondary policy.
[CUSTOMER][NEUTRAL] It is the premier one?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I've got AvMed.
[AGENT][NEUTRAL] A V M E D.
[CUSTOMER][NEUTRAL] Mhm. That's Advent Health Insurance. That's the premium insurance, but if she's a subscriber on the policy?
[AGENT][NEUTRAL] Uh, that's the only information it gives me. It just shows that's the major medical. I'm not sure if he's the subscriber or not.
[AGENT][NEUTRAL] But on this one he is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. All right, thank you. Would you be able to provide me with a reference number for this call, Ms. [PII]?
[AGENT][NEUTRAL] Uh yes, it's my name, [PII], first initial, last name, [PII], and today's date. And is there anything else I can help with [PII], sorry.
[CUSTOMER][POSITIVE] Mm. You're good. I know, you've actually been very helpful. You spell your name with [PII] at the end?
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And you said today's day, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.