AccountId: 011433970860
ContactId: 1c84f3bf-6098-4707-994a-8925f1c77ea0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249130 ms
Total Talk Time (AGENT): 95675 ms
Total Talk Time (CUSTOMER): 78558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1c84f3bf-6098-4707-994a-8925f1c77ea0_20250619T13:40_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, [PII]. My name is [PII]. I'm calling from Advocate Aurora Healthcare, and I'm wondering if I could get eligibility on a patient's coverage.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][POSITIVE] Thank you for that. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] D as in dog 40901574
[AGENT][NEUTRAL] Thank you. And do you happen to have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] I actually do, but it was so fuzzy. Let me pull it up here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I do have the card in front of me.
[AGENT][NEUTRAL] OK, and do you see anywhere that says policy er number or it should start with a 01 or 02?
[CUSTOMER][NEUTRAL] The only 01 number is under pharmacy. That would be wrong, right?
[AGENT][NEUTRAL] Yes, um, do you see anything that says in hospitals or outpatient policy er number?
[CUSTOMER][NEUTRAL] I don't see anything like that on the card.
[AGENT][NEUTRAL] OK. Um
[CUSTOMER][NEGATIVE] Maybe I called the wrong number.
[AGENT][NEUTRAL] No, well, not necessarily, um, they might just be giving you the employer version. Um, may I, well, I can start you with the member's first and last name or their full social.
[CUSTOMER][NEUTRAL] Let's see if I have there.
[CUSTOMER][NEUTRAL] I do have their social security number. It's [PII].
[AGENT][NEUTRAL] OK, let's try that.
[CUSTOMER][NEUTRAL] I'm sorry. It's, it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Here we go, and this is for his medical policy, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And can you verify the date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy number is 263.
[AGENT][NEUTRAL] 8193.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy has been effective since [PII].
[CUSTOMER][NEUTRAL] And is it medical insurance?
[AGENT][NEUTRAL] Yes, um, let me see what type of policy you have.
[CUSTOMER][NEUTRAL] Or is it like a a
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So yes, this is a medical policy, it's a hospital indemnity policy, um, but it does have um extra, it's not just for hospital, it does have other benefits on it.
[CUSTOMER][POSITIVE] All right, perfect. I appreciate the information and then would you have a, a reference number for today's call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you very much. You take care and you have a nice day today.
[AGENT][POSITIVE] You also and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.