AccountId: 011433970860
ContactId: 98578d3c-ed4e-4568-b8ac-2df1d2142da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118639 ms
Total Talk Time (AGENT): 60133 ms
Total Talk Time (CUSTOMER): 47570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/98578d3c-ed4e-4568-b8ac-2df1d2142da5_20250410T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Holy Cross Hospital. Just to verify patient's plan is still active.
[AGENT][NEUTRAL] Sure, I can see if that policy is active. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Well, you want the payer ID group number, uh, what.
[AGENT][NEUTRAL] Are you looking at the card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you see uh where is there a certification number?
[CUSTOMER][NEUTRAL] Oh wait, I see it.
[CUSTOMER][NEUTRAL] Yes, we're inpatient and outpatient hospitals. You want the inpatient number?
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] Um, either one is perfectly fine.
[CUSTOMER][NEUTRAL] OK, 01381893 ML 7.
[AGENT][NEUTRAL] Thank you and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you give reference numbers or just use your name?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll do it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.