AccountId: 011433970860
ContactId: 57bbe849-7450-44ac-8c5f-877224e0536e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262399 ms
Total Talk Time (AGENT): 118047 ms
Total Talk Time (CUSTOMER): 77312 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/57bbe849-7450-44ac-8c5f-877224e0536e_20250115T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Plains Regional Medical Center. I am just needing to find out if this person is eligible at this at this time.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name again and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is her policy number?
[CUSTOMER][NEUTRAL] It is going to be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 1,482,050
[AGENT][NEUTRAL] OK, I'm gonna pull that policy in real quick so I can get you that eligibility information.
[AGENT][NEUTRAL] OK, looking at this policy, um, 1,482,050, the policy did lapse on [PII], but I'm going to check to see if she has another policy with us that's active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It's gonna be just a second. She does, well, no, she doesn't, not for Medlink. She does not.
[CUSTOMER][NEUTRAL] Oh, so even by her social we wouldn't know if she had another coverage she just no longer has this policy, correct?
[AGENT][NEGATIVE] She never has she right, she no longer has the Medlink type of policy. The only other policy that she has.
[AGENT][NEUTRAL] Is a hospital indemnity plan, but that's different from the one that from the type of policy that you gave me the policy number for.
[CUSTOMER][NEUTRAL] OK, that indemnity plan is her policy number, her social?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEGATIVE] Jeez, because she's having surgery.
[CUSTOMER][POSITIVE] And so if she has a secondary that would apply, I can, you know, that would help her.
[AGENT][NEUTRAL] And I'm
[AGENT][NEUTRAL] Right, she.
[AGENT][NEUTRAL] On the hospital indemnity, she is actually not on that plan. Um,
[AGENT][NEUTRAL] So looking at this, I do not see that she has any coverage with us because one active policy that is active, she's not on it.
[CUSTOMER][NEUTRAL] OK, so she lapsed back in [PII], correct?
[AGENT][NEUTRAL] With the original policy number that you gave me, um, let me check it again.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, she lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, well, if I could get your first name, first initial last name and a reference number for this call.
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]
[AGENT][NEUTRAL] And you can use my name and today's date as your reference number.
[CUSTOMER][NEUTRAL] OK, what's your name and your last name, the first initial of your last name?
[AGENT][NEUTRAL] My last initial.
[AGENT][NEUTRAL] to see
[CUSTOMER][NEGATIVE] It, it cut out. I didn't hear it.
[AGENT][NEUTRAL] I'm sorry, I forgot to get.
[AGENT][NEUTRAL] It's [PII] like cat.
[CUSTOMER][NEUTRAL] OK. OK. And what time is it where you're at?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII], you have a nice day.
[AGENT][POSITIVE] You too, Miss [PII], you have a blessed one. Thanks for calling APL.