AccountId: 011433970860
ContactId: 3e7b0daa-477f-4a62-93b1-124f2fd2e3fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215830 ms
Total Talk Time (AGENT): 73024 ms
Total Talk Time (CUSTOMER): 50959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/3e7b0daa-477f-4a62-93b1-124f2fd2e3fc_20250617T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Um, I'm with uh Mercy Clinic Springfield Community and I need to check eligibility on a patient, please.
[AGENT][NEUTRAL] Above the national average.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] 500
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits. Um, first I'll need a good call back number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII], that's my direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 018978.
[AGENT][NEUTRAL] Not
[CUSTOMER][NEUTRAL] 78.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. And one moment please, her information is coming up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Yes ma'am, I'm still here.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a I think it's an office visit. All I do is check to make sure the coverage is still active. Do you have a reference number, hon?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all, Avi. Thank you very much and I appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.