AccountId: 011433970860
ContactId: b1d280c7-87e2-4ca3-b9d4-b8a0b144a204
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145250 ms
Total Talk Time (AGENT): 59988 ms
Total Talk Time (CUSTOMER): 53786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b1d280c7-87e2-4ca3-b9d4-b8a0b144a204_20250613T20:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I am just calling to verify the benefits and eligibility of a member that came to the hospital today.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, let me double check here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it looks like in hospital benefits.
[CUSTOMER][NEUTRAL] So um yeah, we will be outpatient benefits so it would be 02353000 M for Mike L for Lima, the number 8.
[AGENT][POSITIVE] OK, thank you, ma'am and give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII]. She is active on the policy. And what benefit information are you needing?
[CUSTOMER][NEUTRAL] Specifically for the emergency room.
[AGENT][NEUTRAL] For ER, OK, give me a moment, not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, co-insurance, and they have an outpatient benefit up to $250 per calendar day.
[CUSTOMER][POSITIVE] Alrighty perfect and what was your name again?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] And can I just get a reference number for the cold cookie?
[AGENT][NEUTRAL] Uh, if you like, you may use my name as Day.
[CUSTOMER][POSITIVE] Perfect alrighty thank you so much for your help today.
[AGENT][POSITIVE] Uh, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.