AccountId: 011433970860
ContactId: 2ee65e55-47bb-4511-95d9-42346f73f48c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164669 ms
Total Talk Time (AGENT): 47936 ms
Total Talk Time (CUSTOMER): 97315 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2ee65e55-47bb-4511-95d9-42346f73f48c_20250319T16:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Memorial Regional Hospital Preservices department. I'm just calling to verify a member's eligibility, please.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01659143 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy termed [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So we have, let me look and see what this says here. When was this verified? [PII]. Can I give you a different well they somebody plugged in a member ID um for this, um, can I give that to you but it doesn't have any of that ML information out so I don't know.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This just says 02505751.
[AGENT][NEUTRAL] OK, now this policy, she's by herself and this policy is active.
[CUSTOMER][NEUTRAL] Oh, OK, so maybe um I was looking at an old card then that we have on file. So is that the correct ID number?
[AGENT][NEUTRAL] That's the one that you just gave me is correct. The effective date was [PII] and she's on here by herself and it's active.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Is the effective date, yes.
[CUSTOMER][NEUTRAL] OK, perfect. All right, OK, I think that's all I need. Can I get a reference number for our call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as in Sam, and the date and time of the call.
[CUSTOMER][NEUTRAL] OK perfect yeah this is a supplemental so I know it doesn't need an authorization.
[CUSTOMER][POSITIVE] Um, perfect. It is, it is a gap, right? A gap plan that she's got?
[AGENT][POSITIVE] That's correct, that's correct.
[CUSTOMER][POSITIVE] OK, excellent. Alrighty, that's all I need. Thank you so much have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day as well.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Mhm. OK.