AccountId: 011433970860
ContactId: 9cdfaece-ba95-4aa1-b63e-d90817e5c5db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200190 ms
Total Talk Time (AGENT): 66666 ms
Total Talk Time (CUSTOMER): 82362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9cdfaece-ba95-4aa1-b63e-d90817e5c5db_20250115T20:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Lakeside Medical Center.
[AGENT][NEUTRAL] OK [PII], how can I help you?
[CUSTOMER][NEUTRAL] I'm calling regarding a patient, um, they provided this card and I wanted to follow up regarding eligibility for emergency room visit.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] Now I have a question. I have a group number and then I have an in hospital benefit, and I have an outpatient benefit er number.
[AGENT][NEUTRAL] Uh, let me have that certain number.
[CUSTOMER][NEUTRAL] OK, I'm gonna give you the outpatient one. I'm assuming it's for outpatient as far as ER.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but it's 0226.
[CUSTOMER][NEUTRAL] 3078 M for Mary, L for land and the number 8.
[AGENT][NEUTRAL] OK, and [PII], can you confirm their first and last name and date of birth for me?
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] [PII], and I have [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to confirm eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can definitely take a look, um.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] So, uh, let me give you the correct policy number. Let's start there. It looks like everything's been updated, so let's start there.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's 254.
[AGENT][NEUTRAL] 9550.
[AGENT][NEUTRAL] Um, it looks like that policy was effective [PII] and currently still active.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] I just want to confirm as far as the um not the benefits, I'm sorry, the claims mailing address is, is it the same as listed on this card as well?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and just to be advised, this is their secondary supplemental policy.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] So I think no problem.
[CUSTOMER][NEUTRAL] Um, perfect. And is there a call reference number, um.
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial to my last name [PII], and today's date.
[AGENT][NEUTRAL] Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] No, that is all. I just need to get everything updated on my end. Thank you so much.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.