AccountId: 011433970860
ContactId: a450baf8-f4b8-41ea-82f3-0662d0833d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129679 ms
Total Talk Time (AGENT): 54564 ms
Total Talk Time (CUSTOMER): 55361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a450baf8-f4b8-41ea-82f3-0662d0833d8c_20250529T17:59_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] Um, hi, yes, I need to check to see um how this policy, um, works and if they owe anything. I'm calling from Bethesda Hospital.
[AGENT][NEUTRAL] OK, so you want
[CUSTOMER][NEUTRAL] And the patient came through the, the patient came through the emergency room and was admitted to observation.
[AGENT][NEUTRAL] So you just
[CUSTOMER][NEUTRAL] And we do show that they have a primary insurance.
[AGENT][NEUTRAL] So you're wanting to go over their coverage and their benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII] [PII].
[AGENT][NEUTRAL] Thank you and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it has two. Which one do you want the because she's an outpatient like an observation.
[AGENT][NEUTRAL] Oh, the inpatient and outpatient, the numbers are the same, the ML 7 or 8 at the end is different. I just need the numbers, that's the policy number.
[CUSTOMER][NEUTRAL] OK, it's 0197.
[CUSTOMER][NEUTRAL] 958 5
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh the first name is [PII], the last name is [PII], and the date of birth is um [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there are no other active policies with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.