AccountId: 011433970860
ContactId: 90c96a7f-0f86-46e2-a2d4-ca4a555d3f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157779 ms
Total Talk Time (AGENT): 71253 ms
Total Talk Time (CUSTOMER): 65733 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/90c96a7f-0f86-46e2-a2d4-ca4a555d3f03_20250306T22:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] from Homestead Hospital. I'm just calling to see, verify one of our patients, um, if she's still active, if we can use, um, her insurance.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you um with the eligibility, and can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, 01888756. M as in mom, L as in
[CUSTOMER][POSITIVE] Love 8 number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. I'm sorry if I mispronounced that, and date of birth is [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 So this particular policy is no longer active.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 from [PII]. There is an active policy though.
[CUSTOMER][NEUTRAL] My first
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] It was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is an active policy. It's been active since [PII].
[AGENT][NEUTRAL] That policy number is 233.
[AGENT][NEUTRAL] 7076.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] 233-7076, so that's her new policy number?
[AGENT][NEUTRAL] Yes, that's the active policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for the same patient and everything correct?
[AGENT][NEUTRAL] For the same patient. Yes, this is, it's the same patient you gave me. She just has a new policy, the one you have is no longer active.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, so just switch her policy. OK, um, and you say your name is [PII], do you have a last name that you can provide me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.