AccountId: 011433970860
ContactId: 6cf7c2a1-8f1b-4736-99b6-c5049b1a8c25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213440 ms
Total Talk Time (AGENT): 111883 ms
Total Talk Time (CUSTOMER): 81361 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6cf7c2a1-8f1b-4736-99b6-c5049b1a8c25_20250217T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from Geisinger Hospital. I'm calling to verify eligibility for a patient, please. Is this a health insurance?
[AGENT][NEUTRAL] Yeah, we do offer health insurance, yep.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, just wanted to double check.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] No worries, [PII]. Do you have the uh patient's policy number? I'm happy to check.
[CUSTOMER][NEUTRAL] Sure, it is 0246189504.
[AGENT][NEUTRAL] OK, that seems a little long. Let me try this, so, let me see.
[CUSTOMER][NEUTRAL] Yeah, I don't have a card either.
[AGENT][NEUTRAL] Yeah, so it was 0246189504.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's what we have listed.
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Gosh, that, I mean, it sounds, it starts off, right, but it seems like too many numbers. Um, let's see, 24618.
[AGENT][NEUTRAL] Yeah. Do you have their uh name or social? I can check that way.
[CUSTOMER][NEUTRAL] Um, sure, I have, let me see if I have her, I don't have her social, but I do have her name. First name is [PII], it's [PII] Last name is [PII], [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh you need her date of birth?
[AGENT][NEUTRAL] Yeah, what's her date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, let me try that way and see what we find here.
[CUSTOMER][NEUTRAL] Let me see if I could find a card in the father's chart.
[AGENT][NEUTRAL] Yeah, they may have just added some extra numbers.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Yeah, 97 20006.
[CUSTOMER][NEUTRAL] Yeah, it looks like they added the 04, which I bet you she's the 4th 1 on the policy 02461895.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh, yeah. OK. And
[CUSTOMER][NEUTRAL] I bet you that's what they did. I'll take that off.
[AGENT][NEUTRAL] That's yeah and actually I'll tell you at least the policy numbers changed um in in August they were given a new number so let me give that to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Yeah, the active policy number is 02581811.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on this is [PII]. They're still active, so we are the secondary insurance. This is gonna cover deductible co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great that's all I needed to verify. Do you have reference numbers or today's date? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely, yeah, so the call, the call reference is actually just my name with today's date. So my name is [PII], last name initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you very much there I appreciate your help.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.