AccountId: 011433970860
ContactId: 7b383905-2bc6-41a9-beb2-0396682e4713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143149 ms
Total Talk Time (AGENT): 87102 ms
Total Talk Time (CUSTOMER): 54166 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7b383905-2bc6-41a9-beb2-0396682e4713_20250602T12:38_UTC.wav
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[AGENT][NEUTRAL] Good thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. This is [PII] from NMed and Anderson, uh, at South Carolina. I'd like to verify eligibility for a patient please.
[AGENT][POSITIVE] Alrighty, [PII], I'll be glad to help you. Go ahead and give me that good policy number.
[AGENT][NEUTRAL] Please, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it's, yes ma'am, 021.
[CUSTOMER][NEUTRAL] 6674 and I think it's an S. I can't tell if it's a 5 or an S it's kind of worn on the card.
[AGENT][NEUTRAL] Probably because it probably is a number, but let's see if I can get that pulled up.
[AGENT][NEUTRAL] Alright, while I'm pulling this up, go ahead. And now, OK.
[CUSTOMER][NEUTRAL] Actually it says a 9.
[CUSTOMER][NEUTRAL] It said it says a 9 looks like it's a 9. OK dokey then.
[AGENT][NEUTRAL] Well, all right, let me try that one.
[AGENT][NEUTRAL] Alright, now while I'm pulling this up, go ahead and give me a good return telephone number please, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. OK, I think I finally got it keyed in correctly. OK, what's your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah, we have, and that uh last digit 9 is the correct policy number, [PII], just so you know that that is the correct one, yes ma'am. OK, uh, and thank you for all that information, [PII]. It looks like [PII] is the insured on this medical supplemental plan. I do show his original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want.
[CUSTOMER][POSITIVE] It OK good awesome.
[AGENT][NEUTRAL] Some type of benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just wanting to verify eligibility, that's all.
[AGENT][NEUTRAL] OK, well, he is active in, is that all I can help you?
[CUSTOMER][NEUTRAL] Just make sure he's current, OK.
[AGENT][NEUTRAL] That'd be weird.
[CUSTOMER][NEUTRAL] Is there a reference for, is there a reference for the call please?
[AGENT][NEUTRAL] No, we don't give reference numbers, [PII], but you can use my name at today's date if you need to do so, OK?
[CUSTOMER][NEUTRAL] OK, spell your name sweetheart.
[AGENT][NEUTRAL] Yes, ma'am, I will. It's [PII]
[CUSTOMER][POSITIVE] Thank you Miss [PII] have a beautiful day.
[AGENT][POSITIVE] Well, you as well, [PII], and thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh bye bye.