AccountId: 011433970860
ContactId: 65664810-5cf6-4a79-bff6-2cb45f2c05fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161979 ms
Total Talk Time (AGENT): 97964 ms
Total Talk Time (CUSTOMER): 53822 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/65664810-5cf6-4a79-bff6-2cb45f2c05fd_20250108T17:18_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Jackson West Medical Center, and I just need to verify that um um a patient was active that had active coverage.
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility today and would you mind, [PII], if I went ahead and grabbed a good call back number from you real quick?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][POSITIVE] Thank you, I appreciate that and your member's policy number please?
[CUSTOMER][NEUTRAL] That'll be 02456988 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Perfect, thank you so much and then just give me one moment um to pull that up. I'm having a smidge.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEGATIVE] Of a technical issue.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] Ms. [PII], would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. Your patient is current and active. It looks like he's been effective since [PII], and it actually looks like he might have had continuing coverage since [PII] under a different policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, the policy number changed?
[AGENT][NEUTRAL] Uh, it, yours is current and active. He did have a previous one, so as far back as [PII], he's had coverage, but under his current policy number, the one you have is updated, um, it's been since [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, OK, OK, beautiful, thank you.
[AGENT][POSITIVE] Yeah, my pleasure and then is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Uh, no, and, well, just, uh, what's his out of pocket max?
[AGENT][NEUTRAL] OK, yeah, um, in, OK, outpatient, perfect, um, I do wanna let you know while I'm pulling up those benefits that any benefit information I give you over the phone is a verification of coverage and never a guarantee of payment. Um, his out of pocket benefit max is $400 a day.
[CUSTOMER][NEUTRAL] For outpatient?
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, that's, that's fine, right.
[AGENT][POSITIVE] Yeah, some good money um perfect is there anything else I can do to help you today, my friend?
[CUSTOMER][POSITIVE] No, that's all I need. Thank you so much, [PII]. I do appreciate your time.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for calling APL and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Likewise, thanks. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.