AccountId: 011433970860
ContactId: 8e2d0429-688b-4536-a2ae-55041328b6c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159750 ms
Total Talk Time (AGENT): 54850 ms
Total Talk Time (CUSTOMER): 84859 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8e2d0429-688b-4536-a2ae-55041328b6c9_20250620T17:21_UTC.wav
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[CUSTOMER][NEUTRAL] Are you serious?
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII], and I'm with uh Memorial Miramar Hospital in [PII], and I was needing to verify if a patient is active with the APL.
[AGENT][NEUTRAL] OK, and may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] Oh shoot, I forgot this number.
[CUSTOMER][NEUTRAL] Hang on man, I'm sorry, let me get a card here. [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, I see a group number and I see an outpatient number.
[AGENT][NEUTRAL] May I have that benefit certification number please?
[CUSTOMER][NEUTRAL] OK, it is um.
[CUSTOMER][NEUTRAL] 01969742 ML
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] Actually it would be 7 because it's in the hospital.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] There would be a trip they'd be a trip.
[AGENT][NEUTRAL] And this member does have a different policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] That policy number is 02.
[AGENT][NEUTRAL] 57
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] 2352 and it does show that the effective date is [PII] and currently active.
[CUSTOMER][NEUTRAL] OK, and do I need a confirmation number or?
[AGENT][NEUTRAL] If you would like a reference number, it will be my first name.
[CUSTOMER][POSITIVE] Yes, I would like that please.
[AGENT][NEUTRAL] It will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and how do you spell your first name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][POSITIVE] Thank you, bye.