AccountId: 011433970860
ContactId: 3c19968e-7274-4644-8b54-23762a538dca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192389 ms
Total Talk Time (AGENT): 80085 ms
Total Talk Time (CUSTOMER): 58440 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/3c19968e-7274-4644-8b54-23762a538dca_20250108T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling with Park View Hospital to check an eligibility please.
[AGENT][POSITIVE] Sure, [PII], I can help you with eligibility. May I please have your call back number in case we get disconnected and I can call you back please.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and [PII], what's the policy certificate or member ID please?
[CUSTOMER][NEUTRAL] Um, looks like policy certificate on the card says 02565345.
[AGENT][POSITIVE] OK, thank you [PII] one moment please.
[AGENT][NEUTRAL] And may I please have you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that number you provided me for the policy is 02565345.
[CUSTOMER][NEUTRAL] Yes, that's what's on the card.
[AGENT][NEUTRAL] And who do you show the uh insured as?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Um, the card says [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Because I do not show uh [PII] as a member on this policy.
[AGENT][NEUTRAL] So I don't show any coverage under that policy number for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it possible he was prior? I mean the card says employee and child on it.
[AGENT][NEUTRAL] Yeah, I do have a dependent listed, but it does not match that name or date of birth so I'm assuming maybe they thought they added that dependent, but I don't show, um, I don't show that dependent, right, mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] A different child was on there.
[CUSTOMER][NEGATIVE] It's never been covered.
[AGENT][NEGATIVE] No, I don't show it ever been covered.
[CUSTOMER][NEGATIVE] Oh dear.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, and do you use reference numbers with phone calls?
[AGENT][NEUTRAL] Certainly [PII], the call reference number you would use my name and today's date. My first name [PII] Last initial is [PII] like [PII], and again you'd use today's date as well.
[AGENT][NEUTRAL] Did you have any other questions?
[CUSTOMER][POSITIVE] OK, thanks for your help.
[CUSTOMER][POSITIVE] Uh, no, I think that was it. Thanks for your help, [PII]. Have a good evening.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.