AccountId: 011433970860
ContactId: 617006ef-435c-435f-83eb-ee6f11d92ec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248050 ms
Total Talk Time (AGENT): 87949 ms
Total Talk Time (CUSTOMER): 80343 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/617006ef-435c-435f-83eb-ee6f11d92ec3_20250502T20:01_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good evening, [PII]. My name is [PII]. I'm calling from Homestead Hospital regarding a patient. I just needed to confirm if they're effective still with you guys and the effective date.
[AGENT][NEUTRAL] OK, [PII], so you're strictly needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][POSITIVE] I'm so sorry, what was that?
[AGENT][NEUTRAL] What is the member's policy number so that I can pull up their information?
[CUSTOMER][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] Let me confirm.
[CUSTOMER][NEUTRAL] I only have their name and the group number.
[CUSTOMER][NEUTRAL] Um, but I don't have the policy number for some reason.
[AGENT][NEUTRAL] OK, so you don't have a copy of their card?
[CUSTOMER][NEUTRAL] I have a copy of the card supposedly on file here, um, but I only see like insured the name, the coverage individual group number, um, and that's about it because it's like a supplemental plan.
[AGENT][NEUTRAL] Did you see an in hospitals or an outpatient number?
[CUSTOMER][NEUTRAL] He's in the hospital.
[AGENT][NEUTRAL] I know that on the ID card, do you see, does it say in hospital or outpatient?
[CUSTOMER][NEUTRAL] Um, it says under the plan, it says in-hospital benefit certification number and outpatient benefit certification number. So would that be the ID?
[AGENT][NEUTRAL] OK, I need one. Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So I see here it's 131.
[CUSTOMER][NEUTRAL] 844 5 M as in Mary L as in Larry 7
[AGENT][NEUTRAL] OK thank you one moment please while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bear with me just a moment, my system is moving a little slow at the moment.
[CUSTOMER][POSITIVE] No, not a problem.
[AGENT][NEUTRAL] OK, and any information again provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I show that he had been the subscriber on this policy, [PII], and it was active from [PII].
[AGENT][NEUTRAL] To when it turned [PII] and there is no other active policy with APL beyond that point at this time.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate that.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] OK, well thank you so much then for calling APO and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][POSITIVE] Uh-huh, thank you. Bye-bye.