AccountId: 011433970860
ContactId: 917e0a8f-6c26-43c8-8225-428435ab4472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210440 ms
Total Talk Time (AGENT): 69765 ms
Total Talk Time (CUSTOMER): 101437 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/917e0a8f-6c26-43c8-8225-428435ab4472_20250530T17:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Piedmont Hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was calling to get um verification of eligibility for a date of service for one of your members.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And what is that policy number, please?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um, it looks like D as in David, 41203568.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I'm gonna spell the first name out, [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]. I have a date of birth here of [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I do not show his name in our system. Do you have his social?
[AGENT][NEUTRAL] Wait, they're not the policy holder.
[CUSTOMER][NEUTRAL] No, let me try. OK, looks like, yeah, the policy holder is [PII]. I do, I did find another number for you guys. It looks like [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, that could be ours.
[CUSTOMER][NEUTRAL] I don't know if that's the correct one.
[AGENT][NEUTRAL] OK, it is and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So is that [PII], is that the correct number for the plan?
[AGENT][NEUTRAL] Uh, that's their policy number with us, yes, ma'am. And so his uh effective date is [PII], and they are active.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, and what is your claim's billing address?
[AGENT][NEUTRAL] OK, it's [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] 551-21 you said [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what is your time [PII]?
[AGENT][NEGATIVE] Uh, we don't have a timely filing.
[CUSTOMER][NEGATIVE] OK, no timely.
[CUSTOMER][NEUTRAL] And is there a reference number for the phone call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] If you like
[CUSTOMER][NEUTRAL] And again that was [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]. OK, all right, well, um.
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Um, and is this, uh, it says here hospital indemnity plan, is that what this is?
[AGENT][NEUTRAL] It is, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, well, thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Alright you too and thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh. Bye bye.
[AGENT][NEUTRAL] Mm bye.