AccountId: 011433970860
ContactId: 509a8325-15be-4e39-a4ce-9869c9068e3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128639 ms
Total Talk Time (AGENT): 72411 ms
Total Talk Time (CUSTOMER): 43198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/509a8325-15be-4e39-a4ce-9869c9068e3b_20250331T12:36_UTC.wav
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[AGENT][NEUTRAL] Packing APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Holy Cross Hospital just to see if this uh patient's plan is active.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with eligibility. What is that, um,
[AGENT][NEUTRAL] Policy number, please?
[CUSTOMER][NEUTRAL] Is that the payer ID 60, no.
[AGENT][NEUTRAL] No, uh, it's
[AGENT][NEUTRAL] Uh, no, uh, it should begin the uh member number should begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Usually.
[CUSTOMER][NEUTRAL] Oh, here.
[CUSTOMER][NEUTRAL] It's inpatient and outpatient. Um 01699664 ML 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] uh date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, I appreciate that. Um, these, these policies are through there. It's a secondary policy that is through the, uh, uh, employer through the uh insured, um.
[AGENT][NEUTRAL] Uh, employer, and so when they uh renew as a group, they always get a new policy number and that new policy number which went into effect on [PII], which is active, is 02.
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] 3070. So again, this went into effect on [PII] and it replaces the number that you gave me, um, that's 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 473-070. Now is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, uh, just wanted to be sure it was active. Do you give reference numbers?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that and today's date is a reference.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, thank you for contacting AP