AccountId: 011433970860
ContactId: 089c317b-c4c8-4864-b632-d671eebc1d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111629 ms
Total Talk Time (AGENT): 45168 ms
Total Talk Time (CUSTOMER): 48417 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/089c317b-c4c8-4864-b632-d671eebc1d7d_20250303T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. I'm just calling to verify if a patient's insurance is active.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII], and a good callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am I have.
[CUSTOMER][NEUTRAL] Um, I have two numbers here. I have the in the in-hospital uh benefits uh certification number or the outpatient. Uh, they're in the they're in the ER, so which one should I use, ma'am?
[AGENT][NEUTRAL] Oh, so the numbers are the same, that ML 7 or 8 at the end is different. I just need the numbers.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it is 01637397. Yeah. 01637397.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII], and her birthday is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is no longer active. It was effective from [PII], and there are no other active policies with APL after that one.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, but I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.