AccountId: 011433970860
ContactId: db20e90d-5cff-4be2-a77d-3a6981a2bc8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173000 ms
Total Talk Time (AGENT): 69568 ms
Total Talk Time (CUSTOMER): 74982 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/db20e90d-5cff-4be2-a77d-3a6981a2bc8f_20250321T17:29_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] calling on behalf of Saint Francis Medical Center. I just want to verify the patient's eligibility status.
[CUSTOMER][NEUTRAL] It's.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII] and first initial, that would be [PII].
[AGENT][NEUTRAL] Thank you [PII], and can I have that policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Um, policy number is 02460660.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits of eligibility for inpatient or outpatient services.
[CUSTOMER][NEUTRAL] Just eligibility if the patient is active and the effective date and group number and claim address.
[AGENT][NEUTRAL] So this member has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] It was, um, patient's policy is active.
[CUSTOMER][NEUTRAL] [PII]. May I know, is there a group plan?
[AGENT][NEUTRAL] The group number is 18735. That's 18735. The group name is Home Comfort Enterprise. Home Comfort Enterprise.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And the claims address, mailing address.
[AGENT][NEUTRAL] The claim's address will be addressed to American Public Life Claims Department.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] [PII]. That's [PII], [PII].
[CUSTOMER][NEUTRAL] Uh, reference number?
[AGENT][NEUTRAL] We don't provide those. [PII]. You can use my name in today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Can you, can you spell your name? Um, it's [PII]
[AGENT][NEUTRAL] Yes, [PII] and today's date as a reference.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Yeah and
[CUSTOMER][NEUTRAL] You too. Bye-bye.