AccountId: 011433970860
ContactId: c4869336-ec5f-43d6-85fc-0cc8ee149cce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142130 ms
Total Talk Time (AGENT): 68997 ms
Total Talk Time (CUSTOMER): 58811 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c4869336-ec5f-43d6-85fc-0cc8ee149cce_20250116T19:46_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] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Memorial Hospital Preservices department. I was just calling to see if a patient is active with you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Of course. The contact number is [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 0131.
[CUSTOMER][NEUTRAL] 2893 ML
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you for that. And [PII], can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's for [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm actually showing that the policy, this policy is no longer active. Um, it was effective from [PII], but there is an active policy. Um, let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] So it's 257-1144.
[CUSTOMER][NEUTRAL] 25. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this policy has been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. And then no um authorization is required, correct?
[AGENT][NEUTRAL] Correct, no authorization is required.
[CUSTOMER][NEUTRAL] All right. And then if you just happen to have a reference number for this call.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Um, the first initial to my last name is [PII] and my first name is [PII]
[CUSTOMER][POSITIVE] Perfect, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.