AccountId: 011433970860
ContactId: 73f134cf-9e32-4bc1-bd3b-a2031f823892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141550 ms
Total Talk Time (AGENT): 63828 ms
Total Talk Time (CUSTOMER): 41840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/73f134cf-9e32-4bc1-bd3b-a2031f823892_20250224T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Good morning. I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for ER visit with us.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and um ER benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01611704 M as in Michael L as in Lima and the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth I have is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. And let me see about the ER visits. Hold on one moment.
[AGENT][POSITIVE] It's kind of taking its time here, so I apologize.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is it gonna show it there.
[AGENT][NEUTRAL] OK, so for emergency room that comes under outpatient, the benefit is up to $1500 per calendar year. There is no deductible?
[AGENT][NEUTRAL] Did you want me to see if any of that 1500 has been used for the year?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that won't be necessary. I have everything I need.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, do you provide call reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Good day bye.
[AGENT][NEUTRAL] Bye bye.