AccountId: 011433970860
ContactId: 7090ecb9-ef1b-419a-987d-9ead7786080a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116599 ms
Total Talk Time (AGENT): 44816 ms
Total Talk Time (CUSTOMER): 52866 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/2025/03/06/7090ecb9-ef1b-419a-987d-9ead7786080a_20250306T16:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, this is [PII] from Saint Francis Medical Center. I'm calling in to verify patient eligibility.
[AGENT][NEUTRAL] OK, I have to verify eligibility for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, um, there are 2 numbers here. Um, on this ID I got a group number and a member number. So,
[AGENT][NEUTRAL] What's the member number?
[CUSTOMER][NEUTRAL] Is it diamond.
[CUSTOMER][NEUTRAL] Got you. OK, it's 017.
[CUSTOMER][NEUTRAL] 04312.
[AGENT][POSITIVE] OK, thank you so much. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, of course, uh, that's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you so much, and give me one moment. You say you're calling to verify eligibility, is that correct?
[CUSTOMER][POSITIVE] Yep, that's right.
[AGENT][NEUTRAL] OK. And what's that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name would be [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, uh, thank you. I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK. And is there,
[CUSTOMER][NEUTRAL] So there's no term date whatsoever, right?
[AGENT][NEUTRAL] Oh. No, sir, I just show the policy has been active.
[CUSTOMER][POSITIVE] Alright then, that is good to hear. Well, that's all I need uh from you today. Thank you so much for your assistance.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are welcome and thanks for calling APL [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.