AccountId: 011433970860
ContactId: 41b83b70-fb4f-4c63-bb56-d8eb72fd0278
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109809 ms
Total Talk Time (AGENT): 59838 ms
Total Talk Time (CUSTOMER): 40469 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/41b83b70-fb4f-4c63-bb56-d8eb72fd0278_20250106T14:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] calling from the providers office Northwestern medicine. I need uh eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can help you with eligibility. [PII]. Can I please have a callback number in case we get disconnected and I can call you back?
[CUSTOMER][NEUTRAL] Uh, yes, it is [PII]. Uh, my name is [PII].
[AGENT][POSITIVE] I'm sorry. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, that's OK. Uh, it's [PII].
[AGENT][POSITIVE] Sorry about that [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And what's the policy certificate or member ID number please?
[CUSTOMER][NEUTRAL] Um, I have 02088979.
[AGENT][NEUTRAL] OK, thank you, just one moment please.
[AGENT][NEUTRAL] And did you need to obtain benefits as well today, [PII], or you just needing eligibility?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, eligibility.
[AGENT][NEUTRAL] OK, can I have you please verify patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just to let you know this verification of coverage only not a guarantee of payment. I do show the policy is active.
[AGENT][NEUTRAL] And the uh this policy is a supplemental secondary policy so it would require a primary insurance explanation of benefits that uh effective date for this policy [PII] and again it's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's all that I needed. Thank you.
[AGENT][POSITIVE] Did you have any other questions? OK, you're welcome, [PII]. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.