AccountId: 011433970860
ContactId: 636f64a1-e526-4f07-8ef5-2d7ba62c3d05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161910 ms
Total Talk Time (AGENT): 78453 ms
Total Talk Time (CUSTOMER): 67532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/636f64a1-e526-4f07-8ef5-2d7ba62c3d05_20250204T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from UPMC pre-arrival department. I have a patient that's coming in for an upcoming appointment, and I needed to verify eligibility for this patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and yeah, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Um, it says D, D as in David, 45401357.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], that's actually not one of our policy numbers. That is through, um, they're called 90 Degrees. Uh, do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Um, I do. Social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and this was for uh medical correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All righty. Do you have, uh, [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. I did find her policy with us, um, that is currently active. That effective date was [PII], and um I can go ahead and give you the policy number she has with us whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 0244.
[AGENT][NEUTRAL] 853 6.
[CUSTOMER][NEUTRAL] And what's the name of, this is the American Public Life Insurance.
[AGENT][NEUTRAL] This is American Public Life, yes, um, she might have additional coverages through 90 Degrees. Um, this plan she has with us is a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, alright, and you said 02448536?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][POSITIVE] Correct, and it is currently active, yes.
[CUSTOMER][NEUTRAL] And you said your name is [PII]?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] Alright, well thank you so much for your help, [PII].
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Alright, well thanks for calling HCL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.