AccountId: 011433970860
ContactId: b9e2deed-f082-44e5-8314-6daf06585e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216649 ms
Total Talk Time (AGENT): 78660 ms
Total Talk Time (CUSTOMER): 69947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b9e2deed-f082-44e5-8314-6daf06585e39_20250611T20:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Memorial Hospital pre-service department. This call is being recorded and monitored for training purposes. I'm calling to verify a patient's eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I couldn't hear you. Can you hear me?
[AGENT][NEUTRAL] I can hear you now, yes. Um, what is your callback number, please?
[CUSTOMER][NEUTRAL] Oh my apologies.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] And thank you for holding. Thank you so much for not hanging up [PII].
[AGENT][POSITIVE] You're so welcome, thank you. And what is that policy number please?
[CUSTOMER][NEUTRAL] OK, that policy number it is 02144262 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] OK, thank you very much. One moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information and you're calling to verify eligibility. Would you need benefits as well?
[CUSTOMER][NEUTRAL] Um, benefits would be, um, what I would need for outpatient surgery.
[AGENT][NEUTRAL] OK, let me just check that for you.
[AGENT][NEUTRAL] Um, this particular policy actually it has turned as of [PII]. Um, bear with me please, [PII], let me just check, please bear with me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show an active policy. Let me provide that policy number to you when you're ready.
[AGENT][NEUTRAL] OK, it is 02505765 ML8.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat it back. 02505765 ML 8.
[AGENT][NEUTRAL] Yes, that is correct. And for outpatient benefits, I'm sorry, with an effective date of [PII] and for benefits, please note verification of benefits provided does not guarantee payment. We pay up to $2500 for the calendar year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you require authorization?
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and you
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Your name please?
[AGENT][NEUTRAL] My name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Perfect and do you provide a call reference number?
[AGENT][NEUTRAL] No, but you can use my name in today's date. Anything else I can help you with, please, uh?
[CUSTOMER][POSITIVE] That that's about it. Thank you so much have a wonderful afternoon.
[AGENT][POSITIVE] You as well thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you bye bye.