AccountId: 011433970860
ContactId: 29d80398-c0d1-4362-821f-b23a3a6f7854
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223929 ms
Total Talk Time (AGENT): 87594 ms
Total Talk Time (CUSTOMER): 73676 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/29d80398-c0d1-4362-821f-b23a3a6f7854_20250402T14:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, [PII], how are you? Uh, my name is [PII] and I'm calling. I'm glad to hear. I'm calling to verify member's eligibility.
[AGENT][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility.
[AGENT][NEUTRAL] Call back
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello? Hi, OK, good. Oh, hi, can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, I can hear you now. Hi.
[CUSTOMER][NEUTRAL] Yes. Uh [PII]. Facility is Memorial Hospital, Miramar.
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth, policy number, and.
[AGENT][NEUTRAL] Um, name.
[CUSTOMER][NEUTRAL] OK, it's just [PII], [PII].
[CUSTOMER][NEUTRAL] And that number, ID number is 02543182 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Um, one more time please, the policy number?
[CUSTOMER][NEUTRAL] Sure. 02543182 ML 8.
[AGENT][NEUTRAL] OK, let me repeat
[AGENT][NEUTRAL] 54382 ML 8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I think I'm missing the digit. Can we repeat that one more time? 0254382.
[AGENT][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's uh 0254318208. Mhm.
[AGENT][NEUTRAL] A one
[AGENT][NEUTRAL] OK, I didn't catch the one. I'm sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] I've got the member pulled up now and I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. And uh for outpatient benefits?
[AGENT][NEUTRAL] OK and this is just to verify benefits it's not a guarantee of payment she has patient per calendar day benefit.
[AGENT][NEUTRAL] $1000.
[CUSTOMER][NEUTRAL] OK. Is anything used up, uh, any accumulation at this point?
[AGENT][NEUTRAL] Uh, let's see if she's used anything.
[AGENT][NEUTRAL] No, ma'am, she's not used anything for the year of [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so very much. And is there a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Thank you, [PII] and your last name initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much. You have a great day.
[AGENT][POSITIVE] You too thank you very much for calling APL. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye and you have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks you too. Bye bye.
[AGENT][NEUTRAL] Bye bye.