AccountId: 011433970860
ContactId: c36edd8e-e4d2-47cf-9386-5d9a6aba5d78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82529 ms
Total Talk Time (AGENT): 40872 ms
Total Talk Time (CUSTOMER): 37139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c36edd8e-e4d2-47cf-9386-5d9a6aba5d78_20250124T21:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. I'm calling from Northwest Hospital. My name is [PII], and I'm calling to check if authorizations, no, I'm trying to check eligibility for a patient coming to our facility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 02552057 M as in Mary, L as in Linda number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII], and there's no other uh policy.
[CUSTOMER][NEUTRAL] In our 1st [PII], OK, so no longer active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, and what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII] alright, [PII], I appreciate your help and your time. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Vicky. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye now.
[AGENT][NEUTRAL] Bye bye.