AccountId: 011433970860
ContactId: 77d8f02e-78d5-4e17-9bfa-fbcd033d26b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168149 ms
Total Talk Time (AGENT): 75086 ms
Total Talk Time (CUSTOMER): 61239 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/77d8f02e-78d5-4e17-9bfa-fbcd033d26b5_20250623T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Memorial's Pre Services department. I was calling to confirm eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I'll be glad to help you. Go ahead and give me that member's policy number.
[CUSTOMER][NEUTRAL] The member's policy number is 02473033M as in Mary L as in Lima, A as in Apple.
[AGENT][POSITIVE] Alrighty, thank you so much, [PII] for that information. And while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, thank you so much, [PII]. Now your patience, name and date of birth today, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, it looks like [PII] is the insured on this medical supplemental plan. I do show her original effective date is [PII]. She is still current.
[AGENT][NEUTRAL] And active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, what type of benefits are you needing today on Sharon?
[CUSTOMER][NEUTRAL] Actually, um, no, ma'am. I do not need, um, uh, benefits information. However, I do need to confirm if prior authorization is required for any outpatient procedures.
[AGENT][NEUTRAL] No, ma'am. Nothing is required because we're just her medical supplemental plan, so no, ma'am. No precert on anything.
[CUSTOMER][POSITIVE] All right, OK, perfect. Thank you so much for your help. Is there a call reference number available?
[AGENT][NEUTRAL] Well, is that all that I can help answer for you today, [PII]?
[CUSTOMER][POSITIVE] Yes, that was all. Thank you.
[AGENT][NEUTRAL] All right, well, we don't, well, yes, ma'am, and we don't give, um.
[AGENT][NEUTRAL] Reference numbers, but you can use my name in today's date if you need to do so, [PII] and.
[AGENT][NEUTRAL] My name is [PII], spelled [PII]
[CUSTOMER][NEUTRAL] OK. So it's your name and today's date, correct, that we can use for the call reference?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you so much for your help. Have a great day.
[AGENT][POSITIVE] Well, yes, ma'am and you as well, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.