AccountId: 011433970860
ContactId: 89bf6e4e-5e6f-404f-bf41-cc6584092354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107379 ms
Total Talk Time (AGENT): 53522 ms
Total Talk Time (CUSTOMER): 35279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/89bf6e4e-5e6f-404f-bf41-cc6584092354_20250624T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Memorial Hospital Free Services. I was calling to verify members' benefits and eligibility, please.
[AGENT][NEUTRAL] OK, well, I can verify benefits and eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01842070 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for the patient?
[CUSTOMER][NEUTRAL] For MRI for outpatient hospital.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and she has a benefit max up to $7900 per calendar year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And then may I have the first initial of your last name and a reference number?
[AGENT][NEUTRAL] Sure it's uh Q as in Quebec and as far as reference you can use my name in today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much you have a great day.
[AGENT][POSITIVE] You too, thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.