AccountId: 011433970860
ContactId: 7ef9e739-e674-457e-99aa-0e15cad6345c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243000 ms
Total Talk Time (AGENT): 89352 ms
Total Talk Time (CUSTOMER): 84559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7ef9e739-e674-457e-99aa-0e15cad6345c_20250319T18:29_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] calling on behalf of Saint Francis Medical Center. I just want to verify the patient's eligibility status.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII], first initial, that would be [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02301362.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] the [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK. And his date of birth, please?
[CUSTOMER][NEUTRAL] Um, date of birth, [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, he does have a new policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. The new policy number is 025.
[AGENT][NEUTRAL] 95739.
[CUSTOMER][NEUTRAL] 02595739. Is that it?
[AGENT][NEUTRAL] Yes, ma'am. That's the new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit, but um I um I just want to verify the um if the patient's eligibility is active or not, that's it, and the um effective date as well as the group number.
[AGENT][NEUTRAL] OK, and what other information you said the group number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. The group number is 18735.
[CUSTOMER][NEUTRAL] 18735.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] The claims mailing address.
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, nothing else. Thank you so much for your help and have a wonderful day too. Bye-bye, [PII].
[AGENT][NEUTRAL] You don't
[AGENT][POSITIVE] You do the same, [PII]. Thank you for calling.