AccountId: 011433970860
ContactId: 43dfaeb5-63bb-4a7f-aa23-0ac4261b1c94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164639 ms
Total Talk Time (AGENT): 81219 ms
Total Talk Time (CUSTOMER): 58887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/43dfaeb5-63bb-4a7f-aa23-0ac4261b1c94_20250428T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Memorial Hospital Preservices department to see if a patient is still active with you guys.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 0198414.
[CUSTOMER][NEUTRAL] 1 ML 8.
[AGENT][NEUTRAL] Thank you, Miss [PII]. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course. It's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility. Let me see if I have a new policy. This one is terminated. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like we do have a new one. Let me pull this one.
[AGENT][NEUTRAL] If she's listed, she is listed. OK, so let me um let me know when you're ready and I can provide you with a new policy number.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, the new policy number is 0261.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0272.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you don't need the email. Um, the effective date is [PII], and it is active at the moment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, perfect. And then would this patient need an authorization for anything?
[AGENT][NEUTRAL] No, this is just a secondary supplemental plan to the major medical, so authorizations are not required.
[CUSTOMER][NEUTRAL] All right, perfect. OK and then if you just happen to have a reference number for this call.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Miss [PII]. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good day and a good week.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Mm bye bye. You're welcome. Bye-bye.
[AGENT][NEUTRAL] OK.