AccountId: 011433970860
ContactId: 92003cc7-9d1f-46b7-b56d-ebf77bf389f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188740 ms
Total Talk Time (AGENT): 78382 ms
Total Talk Time (CUSTOMER): 82441 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/92003cc7-9d1f-46b7-b56d-ebf77bf389f5_20250227T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Yes sorry this
[CUSTOMER][NEUTRAL] Yes sorry this is [PII] of the University of Alabama Health Services Foundation. How are you today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing?
[CUSTOMER][POSITIVE] Just fine, doing good. I am calling to see whether a member is still active. Would you be able to assist me please?
[AGENT][POSITIVE] Absolutely um I can give you the eligibility of a member. Can you please give me your callback number, Ms. [PII], just in case the call is dropped?
[CUSTOMER][NEUTRAL] Uh huh sure. Direct number [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh huh name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] The ID number we were given was 02603836.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and is this a primary policy or supplement or or major medical?
[AGENT][NEUTRAL] No, ma'am, this is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK then and um the last address I had was a [PII], is that correct?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] No. The address, now are you checking for the member's address or?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, no, no for for claims.
[AGENT][NEUTRAL] For claims. OK, no, the claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, alright then, so on behalf of UAB medicine pre-registration and insurance verification center, thank you so much. I really appreciate your patience with me in providing this. So is this your, your name and today's date as the reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Ma'am, that's correct
[CUSTOMER][NEUTRAL] OK, alright then, OK then and what was your name again please?
[AGENT][POSITIVE] All right. Well, you have a good rest of your day. My name is [PII]
[CUSTOMER][NEUTRAL] Alright then
[CUSTOMER][POSITIVE] [PII], that's right. Take care now, [PII] bye now.
[AGENT][NEUTRAL] You too