AccountId: 011433970860
ContactId: e25dfe71-15ca-4c00-be3d-a7633f6475ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124629 ms
Total Talk Time (AGENT): 45194 ms
Total Talk Time (CUSTOMER): 53546 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e25dfe71-15ca-4c00-be3d-a7633f6475ab_20250303T21:59_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] Hey [PII], this is [PII] over at Sparrow Clinton Hospital. Could you, uh, verify some insurance coverage for me please?
[AGENT][POSITIVE] Sure, I can definitely 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] Policy number is 02230101.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm, did you have a question?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII]. Oh no, the patient's name is actually [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] And date of birth did you ask? [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um so I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you want to go over benefits or anything?
[CUSTOMER][NEUTRAL] No, I just needed, I don't think you need that you said [PII] what? [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Active coverage.
[CUSTOMER][NEUTRAL] OK, no, I think that should be enough. Do you have a reference number for me or anything?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.