AccountId: 011433970860
ContactId: 4620c6df-402c-4fff-9c2a-b9d064941aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119319 ms
Total Talk Time (AGENT): 46097 ms
Total Talk Time (CUSTOMER): 49138 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4620c6df-402c-4fff-9c2a-b9d064941aac_20250618T13:21_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Memorial Preservices department. Um, I was trying to check patient's eligibility.
[AGENT][NEUTRAL] Sure [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And 01673603 ML.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on, give me that policy number one more time, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 01673603 ML
[AGENT][NEUTRAL] Thank you. And what was the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, outpatient hospital.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. This member has outpatient benefits.
[AGENT][NEUTRAL] Of $7900 per calendar year and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and authorization is?
[AGENT][NEUTRAL] And she's utilized $75. No, it's not required.
[CUSTOMER][NEUTRAL] OK. All righty. Um, can I get a reference number and your name, please?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] We don't provide reference numbers, [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.