AccountId: 011433970860
ContactId: c2d59618-dec5-4e84-95a6-b6d5c127d7ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129990 ms
Total Talk Time (AGENT): 67279 ms
Total Talk Time (CUSTOMER): 32752 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c2d59618-dec5-4e84-95a6-b6d5c127d7ae_20250122T20:55_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] with Lutheran Medical Center in [PII], and I just need to get eligibility for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you're only needing eligibility. You do not need benefit information as well. Is that correct?
[CUSTOMER][NEUTRAL] No, just just eligibility.
[AGENT][NEUTRAL] Sure, I can help you with that, [PII], and what is your callback number, please?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] The policy number is 02576600.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And then, any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. So I do say she is a subscriber on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh huh and [PII], once the claim has been filed and processed with APO you should be able to check claim status in our portal by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And do you have a reference number today [PII]?
[AGENT][NEUTRAL] You would use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect I do appreciate your help today. I hope you have a great rest of the day.
[AGENT][NEUTRAL] OK, well you.
[AGENT][POSITIVE] Oh, I hope you do too, and if that's all then that I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] And you're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.