AccountId: 011433970860
ContactId: b413ce55-c1bd-41a0-880b-dfd77ee2cafb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130179 ms
Total Talk Time (AGENT): 61099 ms
Total Talk Time (CUSTOMER): 44185 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b413ce55-c1bd-41a0-880b-dfd77ee2cafb_20250609T13:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] from Ascension Saint John, and I'm calling to check eligibility.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with eligibility. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and then you would have to choose option 3.
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, that is 01905619.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, office visit.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] For primary care.
[AGENT][NEUTRAL] OK. Actually, I'm showing that this policy doesn't cover office visits unless it's for cancer treatment.
[CUSTOMER][NEUTRAL] OK, no, this is primary care.
[CUSTOMER][NEUTRAL] Doesn't cover offices, OK.
[CUSTOMER][NEUTRAL] And is there a verification number for this call?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, yes, ma'am. For the verification number, you can use my name and today's date. My name is [PII] um it's spelled [PII] and my last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that would be great, thank you.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you.