AccountId: 011433970860
ContactId: 5a40147b-3c23-47f9-ad17-add89576f677
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163089 ms
Total Talk Time (AGENT): 66071 ms
Total Talk Time (CUSTOMER): 58855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/5a40147b-3c23-47f9-ad17-add89576f677_20250203T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Paris Regional Medical Center and I'm just trying to verify if the patient has coverage with this insurance, please.
[AGENT][NEUTRAL] OK, and what's your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is the policy or the member ID?
[AGENT][NEUTRAL] Um, give me both of them.
[AGENT][NEUTRAL] Or is it just at the same
[CUSTOMER][NEUTRAL] OK. The policy is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah they're two different. The policy is 02438145.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And the ID is D as in David, 43,729,660.
[AGENT][NEUTRAL] OK, it's the policy number, but you got, you cut out. I have 024381.
[CUSTOMER][NEUTRAL] 45.
[AGENT][NEUTRAL] 45, OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not know if I'm saying it right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sounds good to me and what's his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're just, you're just verifying his eligibility dates.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I'm showing an effective date of [PII]. I show the policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] Um, no, that is it, it does pay for ER coverage, correct? He was here for an emergency service.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Well let me take a look at the policy and I can help. So yes, the benefit is up to $75 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, he just came and left, so, OK, thank you so much.
[AGENT][NEUTRAL] All right. All right. Anything else?
[CUSTOMER][NEUTRAL] And what is your name again? I'm sorry, [PII]?
[AGENT][NEUTRAL] You'll you'll use my name in today's date as reference for today's call and um any information provided is verification not a guarantee of payment count. Any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is it. Thank you so much for your time.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Uh-huh. Thank you. Bye-bye.
[AGENT][NEUTRAL] [PII], what's your callback number?