AccountId: 011433970860
ContactId: 535c3154-774c-43cc-983b-13dfa6e82a78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136279 ms
Total Talk Time (AGENT): 52688 ms
Total Talk Time (CUSTOMER): 69838 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/535c3154-774c-43cc-983b-13dfa6e82a78_20250617T13:57_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I'm from the Saint Francis Hospital. I'm just trying to verify eligibility for a member and uh see if you guys require coordination of benefits.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility and benefits. What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, um, before I get that, [PII], I do have to let you know that this entire call is monitored and recorded for quality and compliance purposes. Um, that policy number is 01905656.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date on here is [PII]. We're the members secondary insurance, so this is gonna cover any deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then are we looking for outpatient benefits inpatient?
[CUSTOMER][NEUTRAL] insurance.
[CUSTOMER][NEUTRAL] Um, I actually do not need the benefits. I was just curious if you guys required a coordination of benefits, um, since you're a secondary insurance only.
[AGENT][NEGATIVE] No, there actually is no coordination of benefits, so.
[AGENT][NEUTRAL] Not required.
[CUSTOMER][NEUTRAL] OK, do you, awesome, OK, um, then I believe that was all the information I needed [PII], could I just get um the reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. Uh, my name again is [PII], the initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK awesome thank you [PII] I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye.