AccountId: 011433970860
ContactId: b9e9c752-41ff-4a3b-9e5e-997b9ed696d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155059 ms
Total Talk Time (AGENT): 57526 ms
Total Talk Time (CUSTOMER): 42833 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b9e9c752-41ff-4a3b-9e5e-997b9ed696d3_20250604T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII] here at Memorial Hospital Preservices. I was hoping you can help me verify, um, eligibility of a member please.
[AGENT][POSITIVE] Yeah, happy to check on eligibility, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, let me take a look. I think I do, what I do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's gonna be 02496821.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] And if I could have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not. That is of course a verification of benefits, not guarantee of payment.
[CUSTOMER][NEUTRAL] Unders
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Was there anything else, [PII], that you needed like the outpatient benefit amount Max or?
[CUSTOMER][NEUTRAL] Um, no, that wouldn't be needed, but could I just have the group number for the plan if you have it?
[AGENT][NEUTRAL] Yeah, absolutely, let's see, group number is gonna be 264.
[AGENT][NEUTRAL] 96.
[CUSTOMER][POSITIVE] Perfect and can I have your name and a reference number for this call, please?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name again is [PII], that's [PII] initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Alright perfect again thank you for the help today and information [PII] have a wonderful day.
[AGENT][POSITIVE] You as well take care [PII] bye bye.