AccountId: 011433970860
ContactId: 4bd7e3fb-392b-4702-844e-84251c1eac9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190119 ms
Total Talk Time (AGENT): 85925 ms
Total Talk Time (CUSTOMER): 56489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4bd7e3fb-392b-4702-844e-84251c1eac9a_20250325T18:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Gibson Area Hospital. I was hoping to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility information, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] A good call back number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] Policy number is D as in 434-0236100.
[AGENT][NEUTRAL] OK, so that, thank you, [PII], but that is not.
[AGENT][NEUTRAL] And um an APL policy number, that is a 90% number. Mhm. That's not an APO policy number, that is a 90 degree.
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting in and out.
[AGENT][NEUTRAL] Member ID number. Do you have a cop?
[CUSTOMER][NEUTRAL] Oh, I don't know.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I think the person that put it into our system got it mixed up. I've got a different number. Are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is 01643496.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide for you be a verification of benefits. I'm so sorry, [PII]. I don't know why I called you that.
[AGENT][NEUTRAL] [PII], any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so she had been the subscriber on this plan, but it is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Of [PII] what sorry?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it termed
[AGENT][NEUTRAL] [PII] have any other active coverage with APL?
[CUSTOMER][POSITIVE] OK, thank you so much for your time.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] Well, you, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, I appreciate it though.
[AGENT][POSITIVE] Well thank you I
[AGENT][POSITIVE] Hope you have a good day. OK, alright, have a nice afternoon.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye-bye.