AccountId: 011433970860
ContactId: b64efa9d-95e3-45e6-ab00-b7ce44bad14f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269690 ms
Total Talk Time (AGENT): 100885 ms
Total Talk Time (CUSTOMER): 72740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b64efa9d-95e3-45e6-ab00-b7ce44bad14f_20250519T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Memorial Hospital. I'm calling to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 15493.
[AGENT][NEUTRAL] OK, that's gonna be a bit too small to be one of our policy numbers um do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Um, just one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, the social is restricted. I only have the last four digits.
[AGENT][NEUTRAL] OK, um, let's see, do you have a copy of their card by chance? or ID code?
[CUSTOMER][NEUTRAL] Yes, I did. Let me open that up.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm sorry, my computer is a little bit slow this morning.
[AGENT][POSITIVE] No, you're all right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I have it pulled up. Um, I have it says payer ID and then group number.
[AGENT][NEUTRAL] Do you see anything on there that says in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Yes, I have it in the hospital. It is 02465550 and [PII] 7.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect, so that's going to be their policy number um and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy I'm showing did terminate [PII], but if you give me one moment, I'll see if she has one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so she does have one that is currently active, uh, let me know when you're ready and I'll give you that policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 0243.
[AGENT][NEUTRAL] 837 8.
[CUSTOMER][NEUTRAL] OK, thank you. And is it effective of [PII]?
[AGENT][NEUTRAL] No, so this one it's a bit odd. I think that one might have been made by mistake. Um, this policy's effective date was [PII], but it is currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, no problem, and may I also have a um call reference number and your last name initial please?
[AGENT][NEUTRAL] Yes, the reference number would just be my first name, last initial, and today's date, and so my name is spelled K A R A. last initial is [PII], and was there anything else I could help you with?
[CUSTOMER][POSITIVE] Um, no, that's all. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.