AccountId: 011433970860
ContactId: 4899f14d-496c-4a93-98e7-85461ba8c066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247570 ms
Total Talk Time (AGENT): 50971 ms
Total Talk Time (CUSTOMER): 102975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/4899f14d-496c-4a93-98e7-85461ba8c066_20250425T20:26_UTC.wav
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[AGENT][NEUTRAL] on April. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from Martin Luther King Junior Hospital. And uh I am trying to verify somebody's insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility and.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] The callback number, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The number is 6801.
[AGENT][NEUTRAL] Um, that's our payer ID. Um, do you have a policy or certificate number?
[CUSTOMER][NEUTRAL] No, actually.
[AGENT][NEUTRAL] The last name of the patient or social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][POSITIVE] What a good callback number, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, callback number for myself.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me see the number for this phone. Sorry, is this like a cell phone?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, let's see, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How you spell the first name of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When you
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] With the
[AGENT][NEUTRAL] Her date of birth?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and are you needing benefits and eligibility or just eligibility or?
[CUSTOMER][NEUTRAL] Eligibility for the emergency department.
[AGENT][NEUTRAL] She's effective [PII] policies is active.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a basic outline of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Does it have an IPA cap or PCP?
[CUSTOMER][NEUTRAL] Yeah, he brought up I mean.
[AGENT][NEUTRAL] And so this pay $5000 per calendar year maximum.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Emergency room.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Oh no, no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Do you know what's the number of her insurance?
[AGENT][NEUTRAL] Uh, the policy number is 025.
[AGENT][NEUTRAL] 38424.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4 OK.
[CUSTOMER][NEUTRAL] Eligibility date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] OK, and that's it.
[AGENT][NEUTRAL] OK. Anything else that, that was all?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that was it.
[AGENT][POSITIVE] OK, well thank you for calling APL have a good weekend.
[CUSTOMER][POSITIVE] OK, thank you. You too.