AccountId: 011433970860
ContactId: 1de3f29c-bb62-4896-921d-88d1cd3b7b90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135619 ms
Total Talk Time (AGENT): 60667 ms
Total Talk Time (CUSTOMER): 26228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1de3f29c-bb62-4896-921d-88d1cd3b7b90_20250407T14:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Saint Joseph's Hospital.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02605165.
[AGENT][POSITIVE] Thank you. I let me pull that information.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. And what type of service is being rendered is it gonna be inpatient or outpatient?
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] OK, and do you need just benefits or you need eligibility and benefits?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] Just eligibility, no benefits. OK. All right. So we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK, that's all I needed to know, thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you you too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye