AccountId: 011433970860
ContactId: 0dae88ba-2314-4ea9-ba7f-6f025d19ff48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133300 ms
Total Talk Time (AGENT): 52194 ms
Total Talk Time (CUSTOMER): 59698 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0dae88ba-2314-4ea9-ba7f-6f025d19ff48_20250224T22:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling with Mercy Hospital. I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, um, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number sir?
[CUSTOMER][NEUTRAL] Yeah, the one I think that is the uh like correct one now is 02455048.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] And is she the uh subscriber to the coverage or is it, is she a cover dependent?
[AGENT][NEUTRAL] She's a spouse.
[CUSTOMER][NEUTRAL] Spell again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I have a different ID on file um can I get um if you can give me the term date on that that'd be awesome um it's uh.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] 02102683
[AGENT][NEUTRAL] OK, that one terminated on [PII].
[CUSTOMER][NEUTRAL] [PII] of, I'm sorry, what was the year?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I cut out for like as you're saying the the year and I was just like wait what [PII] what?
[AGENT][NEUTRAL] For a little bit.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Anyways, I really appreciate it. Thank you very much.
[AGENT][NEUTRAL] Yeah, but this
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss?
[CUSTOMER][NEUTRAL] Not at this time, thanks.
[AGENT][POSITIVE] Yeah, yeah, you're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.