AccountId: 011433970860
ContactId: 7a50e220-9ad3-40fa-9ea9-040ba589ebe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123129 ms
Total Talk Time (AGENT): 51655 ms
Total Talk Time (CUSTOMER): 57359 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7a50e220-9ad3-40fa-9ea9-040ba589ebe6_20250326T20:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from South Miami Hospital. I wanted to verify eligibility and benefits for a member.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility and benefits. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. and [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, I have two different ones. I don't know which one is active. Um, the first one is 018.
[CUSTOMER][NEUTRAL] 294.
[CUSTOMER][NEUTRAL] 01 M as in Mike L as in Lima and the number 8.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And this policy.
[AGENT][NEUTRAL] Termed on [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'm not showing an active APL policy. Do you have another policy number?
[CUSTOMER][NEUTRAL] OK, um, OK, so.
[CUSTOMER][NEGATIVE] At all.
[CUSTOMER][NEUTRAL] Yeah, I, I believe this is on APL because it has the same last um 127.
[CUSTOMER][NEUTRAL] 4701.
[AGENT][NEUTRAL] That one turned
[CUSTOMER][NEUTRAL] ML 5.
[AGENT][NEUTRAL] Yeah, that one turned in [PII].
[CUSTOMER][NEUTRAL] OK, so one turned in 20 you said one turned in [PII] and the other one in [PII]?
[AGENT][NEUTRAL] Yeah, so the 18291829401 turned on [PII]. That was her last date of coverage with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, perfect. I just needed to check. Thank you so much for your help.
[AGENT][POSITIVE] It's been my pleasure to help you with that eligibility. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.