AccountId: 011433970860
ContactId: 80d6b8ad-a2cc-47cf-9b97-125a6b335694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153389 ms
Total Talk Time (AGENT): 70117 ms
Total Talk Time (CUSTOMER): 56561 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/80d6b8ad-a2cc-47cf-9b97-125a6b335694_20250214T18:45_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] Good afternoon [PII]. How you doing? My name is [PII]. I'm, I'm with Lane Regional Medical Center, and I, hi, and I was calling to verify eligibility for a patient.
[AGENT][POSITIVE] I'm doing good.
[AGENT][POSITIVE] OK, well I'll be more than happy to assist you with the eligibility and the benefits, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 225-654 I'm sorry 584,000.
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] Um member policy number is 021-99841.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First and last name is Mr. [PII].
[CUSTOMER][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So the particular policy that you gave me, that one is no longer active. It turned on [PII], but there is an active policy that began on [PII]. And that policy number is 259.
[CUSTOMER][NEUTRAL] OK 259.
[AGENT][NEUTRAL] 573 8.
[AGENT][NEUTRAL] Oh, I kind of broke up. 259-573-8.
[CUSTOMER][NEUTRAL] Mhm 259-573-8 OK.
[AGENT][NEUTRAL] Yes, and it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII] alright.
[CUSTOMER][NEUTRAL] Alright, and this is with the same um insurance company.
[AGENT][NEUTRAL] Yes, this is um still with, oh, you mean benefits in a car?
[CUSTOMER][NEUTRAL] Benefit
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see, I don't think this is under, let me double check. Hold on one moment.
[AGENT][NEUTRAL] Yeah, this is an under benefits in a card, but it is the same um Medlink policy.
[CUSTOMER][POSITIVE] OK, alright, and thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome bye bye.