AccountId: 011433970860
ContactId: 8c756189-167f-4d29-a3bf-f4000af11fc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173639 ms
Total Talk Time (AGENT): 81830 ms
Total Talk Time (CUSTOMER): 99535 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/8c756189-167f-4d29-a3bf-f4000af11fc0_20250522T12:48_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Good morning and uh I'm calling from Memorial Hospital West. I just need to verify eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh it's [PII] Last initial is [PII] [PII].
[AGENT][NEUTRAL] OK, sure, may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02465699 ML 8 for outpatient.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 02465699.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Thank you, and and is it with one N or two Ns?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It's 2.
[CUSTOMER][NEUTRAL] 2 Ns, OK, and your last initial?
[AGENT][NEUTRAL] It's L like [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this particular policy is no longer active. It was effective, uh, looks like this, it was only a day, [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Till when? Oh.
[AGENT][NEUTRAL] The active policy it's just [PII], the effective in terms. I don't know if that was an error, but the active policy which has been effective since [PII], um is 250.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 250.
[AGENT][NEUTRAL] Mhm. 262-8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's still active?
[CUSTOMER][NEUTRAL] OK, so it would be a 0 in front of the 2 or no?
[AGENT][NEUTRAL] Um, you can if you like. It's not one in our system, but if you put it, it won't mess up anything.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so 2502628 and then ML 8?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The MLA is just for the card um to determine inpatient or outpatient, but the number is the same.
[CUSTOMER][NEUTRAL] MLE.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, got you. OK, so that one's active as a 1124? OK, so it's a different card then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, um, and do you have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my, oh, I already gave it. [PII].
[CUSTOMER][NEUTRAL] Well, oh yeah, that's OK. [PII], and it's [PII] in the morning, OK.
[AGENT][NEUTRAL] All right, sure. Was there anything?
[CUSTOMER][NEUTRAL] Alright, and again it's 250262-8112024. The other one was only active for one day. OK, I appreciate you thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Have no, have a great day.
[AGENT][POSITIVE] You too thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thanks alright bye bye.