AccountId: 011433970860
ContactId: 7e6841a1-7920-4638-b5bf-7beee5eac826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138839 ms
Total Talk Time (AGENT): 49232 ms
Total Talk Time (CUSTOMER): 51616 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/7e6841a1-7920-4638-b5bf-7beee5eac826_20250418T20:14_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], and I am calling with Methodist Mansfield Medical Center.
[CUSTOMER][NEUTRAL] I'm so sorry. I'm trying to verify if a patient has um active coverage with uh through you guys. I don't, however, I don't have um a so I don't have a member ID. The only thing that I have is the Social Security name and date of birth.
[AGENT][POSITIVE] OK, uh, well, I'll be more than happy to help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected and then the social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 00 and the social security number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] [PII] and her date of birth [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And thank you for verifying her information and all the information provided is a verification of benefits, not a guarantee of payment. Um, so she doesn't have any active policies with us. Um, her last policy um terminated on [PII], and she hasn't had any policies with APL since [PII].
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Alrighty ma'am well thank you very much. I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.