AccountId: 011433970860
ContactId: 53232367-dba0-40ef-b794-e69dfe16b97d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190500 ms
Total Talk Time (AGENT): 69790 ms
Total Talk Time (CUSTOMER): 98718 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/53232367-dba0-40ef-b794-e69dfe16b97d_20250207T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Memorial Hospital pre-services department and I just wanted to verify um eligibility for a member, please.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][POSITIVE] You know, that's a good question. Um.
[AGENT][NEUTRAL] Do you have an APL card?
[CUSTOMER][NEUTRAL] Yeah, scanned in. I'm just looking because what's in our system, the mem for the member ID it's different than what I see on the card on the card, I just, I don't.
[AGENT][NEUTRAL] Do you see an outpatient benefit at the bottom?
[CUSTOMER][NEUTRAL] I just see
[AGENT][NEUTRAL] Hospital.
[CUSTOMER][NEUTRAL] Oh yeah, outpatient benefit cert number.
[AGENT][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] OK, so yeah, it's different than what we have on our system, but this is what I have 02478781 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to help you with that eligibility. I am showing that Ollie's policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his the policyholder's major medical coverage.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so now he's the [PII] is not the subscriber, right? It's the, the, the parent.
[AGENT][NEUTRAL] That's right. That he, [PII] is a dependent.
[CUSTOMER][NEUTRAL] I guess, right, OK.
[CUSTOMER][NEUTRAL] Let me put this on here, child. I don't know how to do this.
[CUSTOMER][NEUTRAL] All right, so
[CUSTOMER][NEUTRAL] Uh, I'm just updating it because we had a different ID number, um, which I guess that might have, you know, changed.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] I think that's it. I think I verified there's no authorization needed. It's a supplemental policy, right? OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think that's it. I'm sorry, I just hit a wall. I had a blank.
[AGENT][NEUTRAL] Not a problem. Hey, it's Friday, so I understand.
[CUSTOMER][NEUTRAL] I know, am I able to get um a reference number for our call, please?
[AGENT][NEUTRAL] The reference number would be my name in today's date, and I spell my name [PII] my last [PII] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you with eligibility. Thank you, [PII] for calling the APL. Hope you have a great day and a happy weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.