AccountId: 011433970860
ContactId: 242c84cc-e964-4368-afbb-8f55331e520f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196600 ms
Total Talk Time (AGENT): 101435 ms
Total Talk Time (CUSTOMER): 65233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/242c84cc-e964-4368-afbb-8f55331e520f_20250219T17:17_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, hi, this is [PII] at Scotland Memorial Hospital. Um, I was calling to verify coverage for a patient.
[AGENT][POSITIVE] What would be my pleasure to assist you with eligibility and benefits. I love, what is a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, it is D 42,510,870.
[AGENT][NEUTRAL] Now our policy is all numerical. Do you have an all numerical policy number for the patient?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Uh, unfortunately, no.
[AGENT][NEUTRAL] OK, well let's, let's do a name search. What is the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just like it sounds.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you and the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. [PII] does have medical coverage with APL.
[AGENT][NEUTRAL] I can provide you her medical policy and uh number if you'd like.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] That policy number is 257.
[AGENT][NEUTRAL] 1322.
[CUSTOMER][NEUTRAL] OK, um, is there a group number?
[AGENT][NEUTRAL] There is the group number is 70044.
[CUSTOMER][NEUTRAL] 0044.
[AGENT][NEUTRAL] There's also a group name if you need that.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] It's the Mega Force staffing group.
[CUSTOMER][NEUTRAL] Mega for staffing group.
[CUSTOMER][NEUTRAL] And um when did this coverage start?
[AGENT][NEUTRAL] The effective date on the policy is.
[AGENT][NEUTRAL] 2, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Where should I send medical claims?
[AGENT][NEUTRAL] Claims would go to [PII].
[AGENT][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Soda.
[AGENT][NEUTRAL] And the zip code [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get a reference number for the phone call?
[AGENT][NEUTRAL] Reference number would be my name and today's date, and I spell my name [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] It's been a pleasure to assist you and I hope you have a lovely day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.