AccountId: 011433970860
ContactId: 80144d6e-4fe9-49ad-b217-52dac92700e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165559 ms
Total Talk Time (AGENT): 62759 ms
Total Talk Time (CUSTOMER): 37679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/80144d6e-4fe9-49ad-b217-52dac92700e7_20250213T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit with us.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have policy number 01611774 M as in Michael L as in Lima and the number 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], you said that you're checking uh eligibility and benefit information?
[CUSTOMER][NEUTRAL] Yes ma'am, for an emergency room visit.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, ER thank you. So the policy effective date is [PII].
[AGENT][NEUTRAL] Um, I show that the policy is active at this time and the maximum outpatient benefit is up to $1500.
[AGENT][NEUTRAL] Excuse me, that is per calendar year.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment currently I don't show any of that benefit used at this time.
[CUSTOMER][NEUTRAL] Alrighty and do you provide call reference numbers?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference, [PII] name [PII], and any other questions I can assist with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that'll be all. Thank you very much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Good day.