AccountId: 011433970860
ContactId: 8cc2c1b3-f3d6-46d1-a4cc-c4652aa1a764
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192559 ms
Total Talk Time (AGENT): 83015 ms
Total Talk Time (CUSTOMER): 76137 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/8cc2c1b3-f3d6-46d1-a4cc-c4652aa1a764_20250226T14:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII]. I'm calling from Holy Cross Hospital, the imaging center, and I just need to check, um, eligibility for a patient.
[AGENT][NEUTRAL] Sure, Ma, I can assist you with that. Can I have a the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] [PII]?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Uh, outpatient 1241931 ML 8.
[AGENT][NEUTRAL] And what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] Um last name is [PII], um first name [PII] Date of birth [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] A more this policy has been active since [PII] and it's currently active. Let me give you the policy number and then I give you the benefits that you're calling to verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's 251-433-8. It's 2514338, the policy number that you provided.
[CUSTOMER][NEUTRAL] You said that's the that's the policy number?
[AGENT][NEUTRAL] Yes, 251-433-8. The policy number that you provided was expired [PII]. He has a new policy number.
[CUSTOMER][NEUTRAL] Oh, you said it's 251.
[AGENT][NEUTRAL] 4338.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] This members has outpatient benefits.
[CUSTOMER][NEUTRAL] Yeah, because that's the let me see if she has a new card.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Because I don't, that's the only card hold on, hold on.
[CUSTOMER][NEUTRAL] Let me look at this one because I didn't link anything to this.
[CUSTOMER][NEUTRAL] No, that's the same one.
[CUSTOMER][NEUTRAL] OK did she get a new card or no?
[AGENT][NEUTRAL] I'm not sure. I'm just giving you the new policy number because the one that you provided me is terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so 251-433-8?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just updating it in the system because 251-433-8 OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, go ahead.
[AGENT][NEUTRAL] And this policy has been active since [PII] and is currently active. She has $75,750 per calendar day for outpatient benefits, and this is not a guaranteed benefit, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for me?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference. S as in Sally, [PII] as in [PII] yellow, [PII] and today's date of more.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][POSITIVE] OK, 22 OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] OK bye bye.