AccountId: 011433970860
ContactId: 250d1468-6df6-4bfb-80c2-3bed24a8b8f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121599 ms
Total Talk Time (AGENT): 72527 ms
Total Talk Time (CUSTOMER): 26766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/250d1468-6df6-4bfb-80c2-3bed24a8b8f7_20250414T17:46_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an emergency room visit with us.
[AGENT][NEUTRAL] I can help with eligibility and benefits, and with who am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII], initial to my last name [PII].
[AGENT][NEUTRAL] Thank you one more. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 01611879
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking this up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, you were mentioning uh an emergency room visit. We will pick up the deductible, co-payment or co-insurance um for uh such a visit up to $1500 per calendar year. Now that is just a verification of those benefits, not a guarantee of payment, and it looks like for the calendar year [PII].
[AGENT][NEUTRAL] Um, those benefits have not been used, so it looks like that's all going to be available. Is there anything else at all I can tell you about the secondary gap insurance?
[CUSTOMER][NEUTRAL] Is there a group name?
[AGENT][NEUTRAL] Uh, let's see. There is indeed.
[AGENT][NEUTRAL] First of all, the, I have to look this up 1st, 1st of all, the group number is 22392. The group employer is um City of [PII].
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] My name is [PII] and the first letter of my last name is [PII]. We'll use that in today's date as a reference.
[CUSTOMER][POSITIVE] Alrighty, I thank you for your time today.
[AGENT][POSITIVE] Mhm thanks for contacting AP