AccountId: 011433970860
ContactId: 6a08a8bf-e9fd-4ccc-b074-e0a31d60d438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153710 ms
Total Talk Time (AGENT): 82092 ms
Total Talk Time (CUSTOMER): 47474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6a08a8bf-e9fd-4ccc-b074-e0a31d60d438_20250507T20:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling to verify and confirm member eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with that eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Memorial Hospital West.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have 02450020 ML 8.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. OK, let me see if I have a new policy. This one is terminated. OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I think I got a new one. Let me pull it.
[AGENT][NEUTRAL] OK, I did find a new one. So whenever you're ready, I can provide you with the new policy number, [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Yeah, OK. The new policy number is 024976770. Again, that's 024976770. The effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Wonderful. Because it's a secondary gap insurance as far as authorization for procedures, um, it's not applicable, right? You're uh you're like uh it doesn't require prior authorization. OK, wonderful. OK. That's all the information I needed. Thank you so much. Do you have a call reference number?
[AGENT][NEUTRAL] It's not required. Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] And the spelling of your name please?
[AGENT][NEUTRAL] OK, sure. That's [PII].
[CUSTOMER][POSITIVE] Thank you very much have a great day.
[AGENT][POSITIVE] You're as well thank you for calling APL. Bye bye Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.