AccountId: 011433970860
ContactId: 5f339880-8cfb-47c7-bcc9-a56e0e26dcfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165500 ms
Total Talk Time (AGENT): 64201 ms
Total Talk Time (CUSTOMER): 72686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5f339880-8cfb-47c7-bcc9-a56e0e26dcfa_20250107T20:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Maryview Medical Center. I'm calling to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have D as in dog 43730808.
[AGENT][NEUTRAL] OK, [PII], that's not gonna be our policy number. If you look on the front of the insurance card, it's gonna state policy certificate number.
[CUSTOMER][NEGATIVE] They, I don't even think they made a copy of the card.
[AGENT][NEUTRAL] OK, give me just a second. Do you have their social by chance?
[CUSTOMER][NEUTRAL] Hold on, let me
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, [PII], what's the insurance first and last name?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII], let me give you the policy number we'll start there.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] It's gonna be 248.
[AGENT][NEUTRAL] 9250.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you want the group number? Will that help?
[CUSTOMER][NEUTRAL] Um, I've got a group number. I have IMA 9437G.
[AGENT][NEUTRAL] It's 70056.
[CUSTOMER][NEUTRAL] It's what now?
[AGENT][NEUTRAL] 70056
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you said you're calling for eligibility, correct?
[CUSTOMER][NEUTRAL] Yeah, effective date and see if he's still eligible.
[AGENT][NEUTRAL] OK, so I can definitely take a look. It looks like uh [PII] was effective for [PII] and currently still active.
[CUSTOMER][NEUTRAL] OK, and I just wanna make sure we got the right address. Is it going to [PII]?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] All right, well, I got that right. OK, [PII], is there a reference call number?
[AGENT][NEUTRAL] It's gonna be my name, [PII], with the first initial to my last name [PII], and today's date. Is there anything else I can take a look at for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that does it for me. Thank you, [PII]. [PII], thank you, [PII].
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too mhm bye bye.
[AGENT][NEUTRAL] All right, bye bye