AccountId: 011433970860
ContactId: 543f0c10-7a38-4e8b-bc1e-60d6d4030c05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174389 ms
Total Talk Time (AGENT): 77348 ms
Total Talk Time (CUSTOMER): 59937 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/543f0c10-7a38-4e8b-bc1e-60d6d4030c05_20250506T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Barnes Jewish Hospital in [PII], and I'm calling to verify inpatient hospital benefits, please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the inpatient benefits. [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number I have is 90839013.
[AGENT][NEUTRAL] 90839013.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that's not an APL policy number. Um, do you have their APL ID card available?
[CUSTOMER][NEUTRAL] I do not, uh, I just had this phone number and they even had to set up this commercial generic. I didn't have the name of the insurance company, so we have limited information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can, well, what information do you have? I'll let you, I'll see what I can use to search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have name, date of birth, and social security number.
[AGENT][NEUTRAL] Um, the social and the first and last name.
[CUSTOMER][NEUTRAL] OK. Uh let me get that one second. Social is [PII]. Patient's name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And this is for the medical policy?
[AGENT][NEUTRAL] You said impatient, yes, hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing he doesn't have any active policies with APL. Um, his last medical policy was policy number 1814695, and it was active from [PII], and he hadn't had any policies with us since [PII].
[CUSTOMER][POSITIVE] OK, well thank you so much for checking for me, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you again.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.