AccountId: 011433970860
ContactId: 8c65cdeb-6b41-4e10-9554-595ef4826e01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118919 ms
Total Talk Time (AGENT): 37630 ms
Total Talk Time (CUSTOMER): 50500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8c65cdeb-6b41-4e10-9554-595ef4826e01_20250414T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Bonsa Cos Mercy Health, and I need to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Yes, [PII], I can help you with eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I guess this is the policy number. It's listed as a member ID, but um.
[CUSTOMER][NEUTRAL] I can give it to you.
[AGENT][POSITIVE] Yes, you can go ahead.
[CUSTOMER][NEUTRAL] Let me know when you're ready, um, it's 259-715-9.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Perfect. And then what's the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. And it looks like the policy is active and the effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And um he looks like he's using it as a supplemental um supplement to his primary, um, is that what this is? Is this a supplemental policy?
[AGENT][NEUTRAL] Yes, it is. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and I'm sorry, again, your name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alrighty, that's all I needed thank you.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] You too. Thanks, bye.