AccountId: 011433970860
ContactId: b5cd9641-bc67-4103-b206-2f36b869ac2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210279 ms
Total Talk Time (AGENT): 68610 ms
Total Talk Time (CUSTOMER): 70378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b5cd9641-bc67-4103-b206-2f36b869ac2f_20250609T19:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. I'm sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am, um, with the Deacon Deaconess Henderson, uh, Hospital here in [PII], and I was trying to verify uh some insurance on a previous patient.
[AGENT][NEUTRAL] OK, um, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, she gave me the member ID it's 2044.
[CUSTOMER][NEUTRAL] 8348.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was that last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And verify your date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show her effective date is [PII] and she is active on the policy.
[AGENT][NEUTRAL] And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] It was for medical insurance because her account was flagged that she didn't have any and she just gave me the information, but it's not on our list uh to look up ourselves so that's why I had to call.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] For me it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what medical benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Uh, it was just for an emergency visit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At the emergency room here, mhm.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. Um, showing the patient has an outpatient sickness benefit rider for office or ER urgent care, and the max it pays is $75 per visit and they have a total of 5 visits per year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright well I'll be sure to note that account, uh note that uh information on her account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that's all I needed.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a great rest of your day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.