AccountId: 011433970860
ContactId: b2bef3ba-28f9-4b3e-9fcc-1d8f14ea4aad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134809 ms
Total Talk Time (AGENT): 49447 ms
Total Talk Time (CUSTOMER): 59692 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/b2bef3ba-28f9-4b3e-9fcc-1d8f14ea4aad_20250424T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from Memorial Regional Hospital and I just wanted to verify if the member is active with this plan.
[AGENT][NEUTRAL] OK, and could you repeat your name for me please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And [PII], may I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 954265-1091 and the policy number is 02549446M as in Mary, L as in Lima and then the number 7.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Um last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, is this like the supplemental plan?
[AGENT][NEUTRAL] Yes, this is our supplemental.
[CUSTOMER][NEUTRAL] OK, so you guys follow Medicare guidelines, is that right?
[AGENT][NEUTRAL] We go off of the member's primary insurance.
[AGENT][NEUTRAL] Deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Got it. OK, perfect, awesome and if I can just have your name and a reference number?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, and how do you spell your first name, Miss [PII]?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] OK awesome thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.