AccountId: 011433970860
ContactId: 1b67ff0d-30f4-4585-b19d-8a7073841ef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200210 ms
Total Talk Time (AGENT): 52751 ms
Total Talk Time (CUSTOMER): 89141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/1b67ff0d-30f4-4585-b19d-8a7073841ef0_20250424T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Memorial Healthcare System in [PII], just trying to verify eligibility on a patient that we have admitted.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] 2, I'm sorry, 02473003 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, I don't need benefits, but if I could just ask you a few verification questions if you don't mind.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] So I have his full name as [PII]. Is that what you have as well?
[AGENT][NEUTRAL] I'm not sure the middle name. We have [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, hang on one second, I'll us, um, I have him as a subscriber on the plan for American Public Life.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh, with an effective date of [PII], is that correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there any group name or group number on the plan?
[AGENT][NEUTRAL] The group number is 23143.
[AGENT][NEUTRAL] And it is Nova.
[AGENT][NEUTRAL] Southeastern University.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um I have a claims address of [PII]. Is that correct?
[AGENT][POSITIVE] That, that's correct.
[CUSTOMER][POSITIVE] Perfect, thank you so much. um, and [PII], if you don't mind if I could just get the first initial of your last name and a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. My last initial is [PII] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling IPO. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yes.