AccountId: 011433970860
ContactId: cd6533bc-f036-4522-a53e-1b773fd9e32b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136279 ms
Total Talk Time (AGENT): 60400 ms
Total Talk Time (CUSTOMER): 65049 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/cd6533bc-f036-4522-a53e-1b773fd9e32b_20250319T17:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. I'm sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to just verify eligibility on this plan for this patient.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, let's see, so I have a active.
[CUSTOMER][NEUTRAL] Sorry, I'm just trying to look at this card here.
[AGENT][NEUTRAL] No, you're fine. It may say in hospitals, outpatient benefit cert number or policy cert.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh yes, it does, it does say that so.
[CUSTOMER][NEUTRAL] Mm, I guess we would be outpatient. I, I mean, it's not really hospital.
[AGENT][NEUTRAL] Either one is fine. Uh, if you, if you look at the card, it's pretty much the same number except for ML 7 or 8.
[CUSTOMER][POSITIVE] So that's the thing, OK, perfect.
[CUSTOMER][NEUTRAL] Yes, that is correct. OK, I'll get back to you. Um 02427140 ML 7.
[AGENT][POSITIVE] Thank you so much. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to verify eligibility. Um, what's that patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, so her card has [PII] and I have a date of birth of [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] Well, I sure she had a policy with us. Uh, it was effective [PII]. Uh, the policy terminated [PII], and I don't show any active coverage.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK, so nothing for [PII].
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, then that is all I am needing. Do you provide reference numbers?
[AGENT][NEUTRAL] Uh, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK perfect thank you so very much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL and you have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.