AccountId: 011433970860
ContactId: 70c1d57d-558c-4fa0-825b-c17dcb9b307b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113940 ms
Total Talk Time (AGENT): 46089 ms
Total Talk Time (CUSTOMER): 42198 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/70c1d57d-558c-4fa0-825b-c17dcb9b307b_20250507T15:58_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], initial to my last name [PII], and my callback number is [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify benefits for and I'll be able to assist you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, the policy number is 1341924 M as in Michael L as in Lima and the number 8.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], you're calling to verify outpatient benefits [PII] policy.
[AGENT][NEUTRAL] Has been active since [PII] and is currently active.
[AGENT][NEUTRAL] He has outpatient benefits of $6000 per calendar year and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Alrighty, and did you say your name is [PII]?
[AGENT][NEUTRAL] Yes, [PII], and today's date is a reference because unfortunately we don't provide reference numbers. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And we have the subscriber as [PII], is that right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Alrighty thank you for your time today.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Good day.