AccountId: 011433970860
ContactId: c698701f-e7c7-4ede-86f8-3b63fef7f5b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228179 ms
Total Talk Time (AGENT): 77749 ms
Total Talk Time (CUSTOMER): 77768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c698701f-e7c7-4ede-86f8-3b63fef7f5b2_20250520T14:12_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]. I'm calling from the AE emergency room. Um, I am calling to verify coverage for a patient that is here.
[AGENT][NEUTRAL] Sure, [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it'll be [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Oh that's
[CUSTOMER][NEUTRAL] Um, I believe it is going, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, there's so many of them, OK, payer ID is 64556.
[AGENT][NEUTRAL] Um, are you looking at, did they give you the ID card?
[CUSTOMER][NEUTRAL] Yeah, I have the card and it's got a bunch of different ones on here.
[AGENT][NEUTRAL] Is there one that says policy certification or policy cert number?
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] No, I have an employee ID a group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh payer ID.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have their social at all and I can look them up that way?
[CUSTOMER][NEUTRAL] Um, let me check if I've got that in here.
[CUSTOMER][NEUTRAL] I do. I have it as [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one moment.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Uh last name [PII], first name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, because he has several policies with us, let me just.
[AGENT][NEUTRAL] Let me just pick one so we can go ahead and get to it.
[AGENT][NEUTRAL] Can you verify his date of birth?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, I have pulled up his hospital indemnity policy. Um, would you like the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, it's 02576448.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And then the payer is the correct payer the um.
[CUSTOMER][NEUTRAL] The benefits in a card, the [PII] for his hospital visits.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, the benefits in the card will be who it goes to, um.
[AGENT][NEUTRAL] Payer ID I have is 64556.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be it, have a good one.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.